Service Co-Ordinator

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

Active SC Clearance is essential for this role

We're looking for an organised and proactive Service Operations Coordinator to play a key role in the day-to-day management of incidents, service requests, escalations and wider IT service management activities.

Working across multiple support teams, suppliers and service management functions, you'll help ensure services run smoothly, risks are identified early, and operational governance is maintained to the highest standards.

Location: Reading

Pay: DOE

• Active SC Clearance is essential.
• Applicants must be nationals of the UK, Italy or Japan.
• Dual nationality is only permitted where both nationalities are from these approved countries

What you'll be doing

• Coordinating incidents and service requests from logging through to resolution.
• Active SC Clearance is essential.
• Managing operational queues, aged tickets, escalations and SLA performance.
• Acting as the 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.

What we're looking for

• 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.
• Strong organisational skills with the ability to manage multiple priorities.
• Excellent stakeholder engagement and coordination skills.
• Experience working across technical teams, suppliers and third-party partners.
• Ability to support Incident, Problem, Change and Configuration Management activities.

Desirable

• ITIL 4 Foundation certification.
• Experience working within Defence, Government or other highly regulated environments.
• Experience supporting multi-supplier service environments.

Requirements

• Active SC Clearance is essential.
• Applicants must be nationals of the UK, Italy or Japan.
• Dual nationality is only permitted where both nationalities are from these approved countries.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.