Service Coordinator

Zenzero; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Service Coordinator, where your organizational skills will shine. This role is vital for ensuring seamless onboarding and offboarding experiences for clients in the tech industry. You will coordinate with various stakeholders, manage service agreements, and contribute to process improvements. If you're detail-oriented and thrive in a fast-paced environment, this position offers the chance to make a significant impact while working with innovative technologies. Embrace the opportunity to enhance client satisfaction and drive operational excellence in a dynamic team setting.

Qualifications

• Experience in service coordination or project coordination in IT.
• Strong understanding of IT services and cloud technologies.

Responsibilities

• Coordinate onboarding and offboarding activities for clients.
• Manage service agreement changes and maintain accurate records.

Skills

Service Coordination

Project Coordination

IT Services Understanding

Cloud Technologies

Communication Skills

Problem-Solving

Time Management

ITIL Foundation Certification

Education

ITIL Foundation Certification

Tools

ConnectWise

Autotask

Microsoft 365

Azure

Job description

We are looking for a highly organized and detail-oriented Service Coordinator to join our team. This role is critical in ensuring smooth transitions for our clients during onboarding, offboarding, and service agreement changes. You will act as the central point of coordination between clients, internal technical teams, and third-party vendors, ensuring that all processes are executed efficiently, consistently, and with a great customer experience.

Job requirements

• Previous experience in a service coordination, project coordination, or administrative role in an IT MSP or tech environment.
• Strong understanding of IT services, cloud technologies, and typical MSP offerings.
• Familiarity with PSA tools (e.g., ConnectWise, Autotask) and CRM systems is preferred.
• Excellent communication and interpersonal skills – able to engage with technical and non-technical stakeholders.
• Highly organized with strong attention to detail and time management.
• Ability to manage multiple priorities in a fast-paced environment.
• Problem-solving mindset with a proactive approach.
• ITIL foundation certification or experience working within ITIL frameworks.
• Basic technical knowledge or helpdesk background is a plus.
• Familiarity with Microsoft 365, Azure, and other common MSP tools

Job responsibilities

Client Onboarding:

• Coordinate all onboarding activities, including account creation, service provisioning, hardware/software setup, and internal resource allocation.
• Liaise with clients to gather necessary information and documentation.
• Ensure all onboarding tasks are tracked, documented, and completed within SLAs.
• Conduct welcome calls and ensure a smooth handover to the support team.

Client Offboarding:

• Manage and track offboarding processes including account deactivation, data retrieval or destruction, hardware return, and access revocation.
• Ensure security and compliance standards are met during offboarding.
• Communicate final actions and closure details to internal and external stakeholders.

Service Agreement Management:

• Facilitate changes to service agreements such as license counts, scope changes, and contract renewals or terminations.
• Work with account managers to ensure client expectations are clearly documented and updated in internal systems.
• Maintain accurate records of agreement amendments in PSA/CRM tools.

Cross-functional Coordination:

• Act as a liaison between sales, technical, and finance teams to ensure smooth transitions and service updates.
• Coordinate with third-party vendors when required.
• Identify and escalate delays or issues that may impact timelines or service quality.

Process Improvement:

• Identify areas of improvement in onboarding/offboarding workflows and contribute to process optimization.
• Maintain and update standard operating procedures (SOPs).

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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