Service Co-Ordinator

Advanced Resource Managers Ltd; Reading; On-site; GBP 28,000 - 40,000; Full time

Job summary

Advanced Resource Managers Ltd in Reading is seeking an organised Service Operations Coordinator to manage incidents, service requests, escalations and governance within ITSM.

You will coordinate across service desks, suppliers and resolver teams, maintain ServiceNow records, reports and dashboards, and support Major Incident, Problem and Change activities.

Qualifications

• Experience in 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.

Responsibilities

• Coordinating incidents and service requests from logging through to resolution.
• 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.

Skills

Service Operations

Incident Management

Service Desk

Stakeholder Engagement

ITIL

ServiceNow

SLA Management

Multi-team coordination

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.