Service Operations Coordinator

2 weeks ago


Cirencester, Gloucestershire, United Kingdom St. James's Place Full time

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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