Hybrid Service Delivery Lead – Major Incidents

Focus Group (UK); Shoreham-by-Sea; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Holiday entitlement

Hybrid working options

Enhanced parental/maternity leave

Volunteering day and charity events

Wider company benefits

Job summary

Focus Group (UK) is seeking a proactive Service Coordinator in Shoreham-by-Sea for its Service Operations department. This permanent, hybrid role combines direct customer contact with operational coordination, ensuring timely incident management and excellent service delivery across allocated accounts.

You will act as a single point of operational contact, manage major incidents, and drive service improvements.

Qualifications

• Minimum 3 years in service desk or service delivery operations.
• Experience using ITSM platforms (e.g. ServiceNow).
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication with customers at all levels.

Responsibilities

• Serve as the main point of contact for allocated customers via portal, Teams, and email, following Focus Group procedures.
• Acknowledge escalations within one hour and provide daily updates for most cases.
• Act as Incident Manager for major incidents; coordinate cross-functional responses and maintain stakeholder updates.
• Monitor service dashboards, identify risks, and drive remediation with Service Desk teams.
• Prepare and issue automated customer service reports and track escalation trends.
• Support complaint resolution and customer satisfaction surveys (NPS/CSAT) while driving improvements.

Skills

Incident management

Customer-facing communication

Stakeholder management

Leadership

Multitasking

Education

ITIL 4 Foundation

Tools

ServiceNow

Monday.com

ITGlue

Synergy

Job description

Focus Group (UK) is seeking a proactive Service Coordinator in Shoreham-by-Sea for its Service Operations department. This permanent, hybrid role combines direct customer contact with operational coordination, ensuring timely incident management and excellent service delivery across allocated accounts.

You will act as a single point of operational contact, manage major incidents, and drive service improvements.