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Service Delivery Coordinator
2 months ago
We are seeking a highly skilled Service Delivery Coordinator to join our team at St. James's Place. As a key member of our operational team, you will be responsible for ensuring the delivery of high-quality services to our customers.
Key Responsibilities- Oversee the delivery of services across internal teams to ensure end-to-end service standards.
- Manage priority incidents and associated communications to minimize downtime and ensure business continuity.
- Escalate and resolve complex issues on behalf of the Technology Division, working closely with stakeholders to find solutions.
- Develop and implement support processes to improve service delivery and reduce costs.
- Design and deliver Management Information (MI) to support the Service Management function, including regular service reporting and key risk identification.
- Chair and attend Problem Management meetings to drive issue resolution and service improvement.
- Develop and manage knowledge to support the Service Desk and SJP Business, ensuring that information is accurate and up-to-date.
- Investigate complex issues, escalating to the correct resolving team to ensure timely resolution.
- Produce regular service reporting for meetings, using feedback, KPIs, and service reviews to drive service improvement initiatives.
- Perform trend analysis to proactively target means of preventing incidents.
- General understanding of technical principles with an ability to understand the service management implications of new technologies.
- Good spreadsheet skills.
- Analytical, adaptable, and able to problem solve.
- Strong relationship-building skills.
- Resilient with an ability to work under pressure and to effectively handle user escalation.
- IT Service Desk experience.
- A background in ITIL and IT Service Management.
- Knowledge of formal methodologies in IT service delivery, project, and change management.
- Experience of incident management principles.
- An understanding of data networking and Microsoft desktop products.
- Private Medical paid for by Company.
- Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.
- Non-Contributory Pension – 10% (increasing with length of service up to 15%) with further pension matching.
- Parental leave – 6 months full pay.
- 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday.
We are an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all. If you require reasonable adjustments at any stage, please let us know by emailing us.
