The Service Management Co-ordinator is responsible for the supporting the Service Management Specialist team in the implementation, improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and contributing to the process improvement cycle.

This role is well suited to the aspiring IT professional who would relish to chance to operate as part of a team of fellow professionals.

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

• Responsible for the ensuring adherence to the Service Management processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
• Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and data standards.
• Coordinate and collaborate process delivery involving internal support groups, vendors, suppliers, customers and manage any roadblocks
• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes
• Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes
• Ensure that KPIs are reported, and their targets met
• Coordination with suppliers, contractors, 3rd parties, etc.
• Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions
• Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented

Experience and skills:

• Operational exposure to more than one of the following processes:
  • Configuration and Asset Management
  • Software Asset Management
  • Incident Management
  • Request Management
  • Knowledge Management
  • Problem Management
  • Change and Release Management
• Two years ITIL Operational experience and an understanding of ITIL and ISO 20000
• A track record of operating and managing within an IT Service Management environment
• Good level of technical understanding
• Excellent communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations
• Self-motivated and capable of identifying one’s own activities as well as the solutions necessary to maintain and improve processes

Experience (desirable):

• Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing
• Ability to develop and maintain customer relationships and exceed expectations
• Promotes and supports standardisation and continuous improvement

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.