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Service Coordinator

2 weeks ago

London, United Kingdom Securitas Full time

**Service Coordinator - Embedded with Fortune 100 Client**

**About the Role**

Are you passionate about service excellence and driving operational success? We are seeking a proactive and detail-oriented **Service Coordinator** to play a key role in supporting the delivery of security technology services for a leading Fortune 100 client across the EMEA region. You will act as a central point of coordination, ensuring that service operations meet and exceed SLAs, KPIs, and client expectations while fostering collaboration and success within country service teams.

In this critical role, you will manage both the client’s and Securitas’ Global Ticketing Systems, drive proactive follow-ups, and ensure seamless communication across all stakeholders to achieve world-class service delivery.

**What You’ll Do**

**Operational Coordination and Follow-Up**
- Act as a key liaison between the client, Securitas’ global service teams, and country service teams, ensuring clear and timely communication.
- Proactively follow up with country service teams to ensure service requests, tasks, and escalations are addressed within agreed SLAs and KPIs.
- Monitor service tickets in both the client’s and Securitas’ Global Ticketing Systems, ensuring all requests are tracked, updated, and resolved in a timely manner.
- Support country teams by identifying and addressing blockers, providing guidance, and ensuring alignment with global service standards.

**SLA and KPI Management**
- Continuously track and monitor service performance to ensure compliance with SLAs and KPIs, identifying areas for improvement and addressing gaps proactively.
- Assist in preparing detailed reports and performance dashboards, highlighting SLA adherence, resolution times, and service trends.
- Work closely with the Program Manager to analyze data and recommend improvements for service delivery and operational efficiency.

**Driving Success for Country Teams**
- Actively support country service teams in achieving their goals by providing operational insights, ensuring resource alignment, and offering clear guidance.
- Drive a culture of accountability and follow-through by ensuring tasks and service commitments are completed on time and to the required standard.
- Promote collaboration between global and local teams, sharing best practices and encouraging knowledge transfer to enhance service outcomes.

**Proactive Service Support**
- Anticipate potential service issues or delays and work with country teams to resolve them before they escalate.
- Ensure ticketing systems are consistently updated with accurate and comprehensive information, providing a clear audit trail.
- Facilitate regular follow-ups on outstanding tickets or issues, ensuring no task is left unresolved.

**Global Ticketing System Management**
- Manage both the client’s and Securitas’ ticketing systems, ensuring consistency in data entry, tracking, and reporting.
- Provide training and support to country teams to maximize their effective use of the ticketing systems.
- Drive the adoption of automation and tools within the systems to improve tracking, escalation, and resolution processes.

**What We’re Looking For**
- **Strong Organizational Skills**: Proven ability to manage multiple tasks, follow up with teams, and ensure timely completion of service activities.
- **SLA and KPI Focused**: Demonstrated experience in tracking performance metrics, ensuring SLA compliance, and driving operational improvements.
- **Proactive Problem Solver**: Anticipates challenges and takes the initiative to address them collaboratively with teams.
- **Client-Centric Mindset**: Strong interpersonal and communication skills to effectively liaise with clients, country teams, and internal stakeholders.
- **Technical and System Expertise**: Familiarity with ticketing systems (e.g., global or client-specific) and experience managing service workflows through these tools.
- **Collaborative Team Player**: Eager to work cross-functionally to support the success of local teams and deliver exceptional results.

**Why Join Us?**
- Be part of a global team dedicated to delivering service excellence to one of the world’s leading Fortune 100 companies.
- Gain hands-on experience in managing high-visibility service operations across the EMEA region.
- Collaborate with talented professionals in a dynamic, client-focused environment.
- Play a critical role in achieving best-in-class service delivery and operational success.

**Your Impact**

As a Service Administrator, you will be instrumental in ensuring the success of service delivery operations by driving proactive follow-ups, supporting country teams, and maintaining high standards of SLA and KPI performance. Your coordination and commitment to excellence will directly enhance client satisfaction and operational efficiency.

**Location**: Czechia, UK, Luxembourg with occasional travel required across EMEA

**Role**: Remote in Country

**Reports To**: Program Manager