SC-Cleared Service Operations Coordinator

Confidential; Reading; On-site; GBP 30,000 - 40,000; Full time

Job summary

Advanced Resource Managers is seeking a Service Operations Coordinator in Reading to oversee incidents, service requests, escalations and IT service management activities across multiple teams and suppliers.

Active SC Clearance is essential. The role requires ITIL knowledge, experience with ServiceNow or another ITSM platform, and the ability to manage multiple priorities while maintaining governance.

Qualifications

• Experience within Service Operations, Service Desk, Incident Management or Request Fulfilment.
• Good understanding of ITIL service management principles.
• Experience using ServiceNow or another enterprise ITSM platform.

Responsibilities

• Coordinating incidents and service requests from logging through to resolution.
• Managing operational queues, aged tickets, escalations and SLA performance.
• Acting as central point of coordination between Service Desk, resolver teams, suppliers and service management leads.
• Supporting Major Incident, Problem, Change and Service Introduction activities.
• Maintaining ServiceNow records, reports, dashboards and governance documentation.
• Tracking actions, risks and service improvement opportunities.
• Supporting onboarding of new services, users and suppliers.
• Producing management information and operational reporting to support service decision-making.

Skills

Service Operations

Service Desk

Incident Management

Request Fulfilment

ITIL

ServiceNow

Education

ITIL 4 Foundation

Tools

ServiceNow

Job description

Advanced Resource Managers is seeking a Service Operations Coordinator in Reading to oversee incidents, service requests, escalations and IT service management activities across multiple teams and suppliers.

Active SC Clearance is essential. The role requires ITIL knowledge, experience with ServiceNow or another ITSM platform, and the ability to manage multiple priorities while maintaining governance.