Service Management Coordinator

Databarracks; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Performance related bonus

Private Medical

Private Pension 5% employer contrib.

Bike to work scheme

Electric vehicle scheme

Job summary

Databarracks in London (hybrid: minimum 2 days per week in office) is seeking an organised Service Management Coordinator to support our Service Managers with day-to-day activities and creating insightful review packs.

You will prepare Service Review and Technical Review packs, monitor service activity, drive actions to completion and maintain accurate customer information across systems. This role focuses on proactive coordination and data-driven reporting to improve service outcomes.

Qualifications

• 1–3 years’ experience in IT service desk/tech support/IT operations or similar tech environment.
• Strong organisational skills to manage multiple priorities and deadlines.
• Excellent attention to detail when analysing information and preparing reports.

Responsibilities

• Prepare Service Review packs with clear, consistent content for each customer.
• Prepare Technical Review packs covering backup configuration, gaps, risks and optimisations.
• Manage review preparation schedules and ensure packs are ready by deadlines.
• Verify reporting quality and resolve discrepancies with relevant teams.
• Schedule meetings, prepare agendas and distribute materials.
• Track actions, owners and dates, and follow up to ensure progress.

Skills

Organised

Attention to detail

Time management

Communication

Proactive

Judgement

Discretion

Tools

PowerPoint

Excel

Word

Outlook

Teams

Job description

Location: London/ hybrid (minimum 2 days per week in office)

Department: Service Management

Reports to: Head of Service Management

Salary: £30,000 – £40,000 per annum

We are looking for an organised, proactive Service Management Coordinator to support our Service Managers with their day-to-day activities. A key responsibility will be preparing customer Service Review and Technical Review packs, ensuring each contains accurate, relevant and well-analysed information and is ready in good time ahead of the meeting.

Alongside review preparation, you will monitor service activity, track and drive internal actions, maintain accurate customer information and highlight issues or trends requiring Service Manager attention.

The role

You will work closely with our Service Managers, helping them prepare for meetings, maintain accurate customer information and drive agreed activities and actions through to completion.

A major part of your role will involve gathering and analysing information from internal teams and systems to produce two distinct customer review packs:

• Service Review packs: Covering service performance, service level agreements, incident and request trends, customer feedback, action progress and service improvement activities.
• Technical Review packs: Covering the customer’s current backup configuration and protection coverage, identified gaps and risks, potential optimisations, plus capacity, retention and compliance considerations.

You will co-ordinate contributions, validate information for accuracy, completeness and consistency, and highlight gaps or areas requiring further investigation before the packs are reviewed by the relevant Service Manager and technical colleagues.

Alongside review preparation, you will support the team’s day-to-day workload through service monitoring, scheduling, information gathering, action management and internal co-ordination.

Requirements

Skills and experience Essential:

• Typically 1–3 years’ experience in an IT Service Desk, technical support, IT operations, managed services or similar technology environment.
• Strong organisational skills, with the ability to manage multiple priorities, review schedules and competing deadlines.
• Excellent attention to detail when analysing information, preparing reports and maintaining accurate records.
• Confidence using PowerPoint, Excel, Word, Outlook and Teams.
• Ability to analyse information from different sources and turn it into clear, professional customer review materials.
• Clear written and verbal communication, with confidence following up on contributions and actions.
• A proactive, dependable approach and sound judgement about when to elevate issues, delays or missing information.
• Care and discretion when handling customer and business information.

Desirable:

• Experience within an IT managed services or technology business.
• Familiarity with service management platforms, CRM systems or reporting tools.
• Understanding of service level agreements and incident, problem and change management.
• Familiarity with backup, disaster recovery or cloud services.
• ITIL Foundation certification or an interest in developing service management knowledge.

Responsibilities

• Prepare Service Review packs: Compile and analyse service performance information, customer updates and action progress into clear, consistent packs tailored to each customer.
• Prepare Technical Review packs: Co-ordinate input from relevant technical teams and ensure each pack reflects the agreed scope and agenda, covering the customer’s current backup configuration and protection coverage, identified gaps and risks, potential optimisations, plus capacity, retention and compliance considerations.
• Manage review preparation schedules: Track upcoming Service Reviews and Technical Reviews, request contributions in good time and follow up to ensure packs are ready by agreed deadlines.
• Check reporting quality: Verify reporting periods, customer details and the accuracy and consistency of information, referring discrepancies to the appropriate team for resolution.
• Support meeting arrangements: Schedule Service Reviews and Technical Reviews, co-ordinate attendees, prepare agendas and distribute approved materials.
• Drive agreed actions: Review and validate AI-generated meeting notes, maintain action logs, ensure actions have clear owners and target dates, proactively follow up with internal teams and elevate where progress cannot be obtained.
• Support Service Managers day to day: Assist with information gathering, follow-up activities and internal co-ordination, helping Service Managers focus on customer relationships, service improvement and service outcomes.
• Maintain customer information: Keep contact details, service information, review schedules and governance records accurate and current across agreed systems.
• Improve templates and processes: Maintain consistent review pack templates and identify opportunities to simplify, standardise or automate Service Management processes.

• Hybrid working
• 25 days holiday
• Performance related bonus
• Private Medical
• Private Pension 5% employer contribution
• Bike to work scheme
• Electric vehicle scheme