Service Operations Coordinator
2 weeks ago
Below are the key responsibilities of the Service Operations Coordinator role:
- Oversee service delivery across internal teams to ensure end-to-end service standards
- Prioritize and manage incident resolution, communicating effectively with stakeholders
- Manage escalations and complaints on behalf of the Technology Division
- Collaborate with the Service Desk and other supporting areas to implement new projects
- Conduct regular service reviews with the Service Desk and suppliers
- Continuously improve service quality across key areas of support responsibility
- Develop, review, and document support processes
- Design and deliver Management Information (MI) to support Service Management functions
- Chair and/or attend Problem Management meetings
- Develop and maintain knowledge to support the Service Desk and SJP Business
- Investigate complex issues, escalating to the correct resolving team for timely resolution
- Design and deliver MI and ad-hoc reporting for Service Management functions
- Drive service improvement initiatives with suppliers and support providers using feedback, KPIs, and service reviews
- Analyze trends to proactively prevent incidents
The ideal candidate will have a general understanding of technical principles, spreadsheet skills, analytical abilities, and strong relationship-building skills.
Desirable qualifications include IT Service Desk experience, knowledge of ITIL and IT Service Management, and experience with formal methodologies in IT service delivery, project, and change management.
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