Service Delivery & Incident Manager

Focus Group; Shoreham-by-Sea; Ibrido; GBP 28.000 - 30.000; Tempo pieno

Vantaggi offerti da questo lavoro

Holiday entitlement 24 days + bank and

Birthday leave

Hybrid working options

Enhanced parental leave

Volunteer day

Company benefits

Descrizione del lavoro

Focus Group is seeking a proactive Service Coordinator in Shoreham-by-Sea to oversee service delivery and customer-facing operations. The role blends operational coordination with frontline contact, ensuring rapid incident handling and high customer satisfaction across allocated accounts.

In this hybrid position based at Shoreham-by-Sea, you will monitor service health, drive incident resolution, and collaborate with colleagues to improve service quality while maintaining strong communication

Competenze

• Proven experience in service desk or service delivery operations (min 3 years).
• Experience using ITSM platforms (e.g. ServiceNow).
• ITIL 4 Foundation certified or equivalent knowledge.
• Strong communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Mansioni

• Serve as the main point of contact for allocated customers via portal, Teams or email in line with procedures.
• Acknowledge escalations within one hour and provide regular updates (daily or more for high-priority cases).
• Act as Incident Manager for major incidents, coordinating cross-functional responses and keeping stakeholders informed.
• Monitor service dashboards and escalate risks before they impact customers.
• Produce automated customer service reports and monitor service health and escalation trends.
• Identify trends, raise Problem Records, and contribute to Known Error Database.

Conoscenze

Incident management

Customer communication

Stakeholder management

Leadership

Problem management

Change management

Strumenti

ServiceNow

Monday.com

ITGlue

Synergy

Descrizione del lavoro

Focus Group is seeking a proactive Service Coordinator in Shoreham-by-Sea to oversee service delivery and customer-facing operations. The role blends operational coordination with frontline contact, ensuring rapid incident handling and high customer satisfaction across allocated accounts.

In this hybrid position based at Shoreham-by-Sea, you will monitor service health, drive incident resolution, and collaborate with colleagues to improve service quality while maintaining strong communication