Service Co-ordinator

4 days ago

Leeds, United Kingdom Appcastenterprise Full time

Job Advert

**SERVICE CO-ORDINATOR**
The Technology Service Management function is an energetic, none technical team that interfaces with the Asda Business. Our key objectives are to:

- Reduce Operational Costs
- Ensure Quality of Service
- Improve Customer Satisfaction

Our key responsibilities include: governing technology processes, proactively identifying and facilitating improvement initiatives, capturing customer feedback and supporting system stability initiatives. This in turn allows the business to focus on deliveringoperational activities that serve our customers.
As a Service Co-ordinator, you will be supporting a specific business area and report into the Service Manager. You will be responsible for driving improvement activity, maintaining key business relationship, regularly reviewing change activity and peak businessplans to mitigate risk, assist with service reporting and drive wider team initiatives. Other key relationships are across the Technology functions that will support your activities. You will be part of a high-performing and motivated team that will give yougreat insight and exposure to the end to end Technology Function and the Asda/Walmart Business as a whole
**What you'll need**
- Strong communication skills (verbal and written) with an ability to translate complex technical speak into non-technical language
- Excellent organisational, planning and prioritising skills
- Ability to engage at senior levels (internal/external and globally), and build trusted relationships in the business areas which you support
- Ability to influence others and manage difficult situations
- Tenacity and resilience to thrive in a fast paced challenging environment and be able to switch direction in the face of changing priorities
- Use of relevant industry standard methodologies, frameworks and practices - ITIL Foundation desirable
- Strong analytical and presentation skills to visualise and communicate Service performance

**Responsibilities**
- Point of contact for business and Technology customers
- Drive the co-ordination of Service Improvement and Focus Group activity across business areas and escalating where required to ensure activities are driven through to resolution
- Hold Service Reviews with business customers (primarily Manager and Senior Manager level)
- Deliver clear and accurate business aligned reporting on Service performance and activity
- Review Service metrics (maintainability, availability, degradation) to understand key ticket volume initiators and drive Continual Service Improvement Plan or Focus Group activity to address underlying issues. Utilise support of Service Analysts.
- Deliver statistics and commentary to our business customers on system performance for the weekly and monthly reports
- Be aware of medium-term key business events and support Technology Service Management activities to ensure operational stability throughout
- Work within Service and the wider Technology function (UK and Global) to ensure all stakeholders are supporting the maintenance of stable services
- Deputise for Service Manager where required

**#LI-CT1**

**#LI-Hybrid

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