IT Service Coordinator - Customer Success & Projects

Adventus; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Adventus in the Philippines seeks a Service Coordination Associate to bridge customer needs with IT managed services teams, scheduling meetings, tracking requests, and ensuring timely deliverables. You will prepare reports and dashboards, monitor SLA performance, and keep stakeholders informed of project status.

You will support onboarding/offboarding, help maintain project docs, and escalate issues when needed, contributing to high customer satisfaction and smooth operation of IT services.

Qualifications

• Bachelor's degree in Information Technology, Project Management, or related field.
• 0-2 years of experience in IT support, service coordination, project coordination, customer success, or managed services.
• Basic understanding of IT infrastructure, networking, cloud services, cybersecurity, and/or end-user computing.
• Familiarity with ITIL concepts, SLA management, incident/change/request management is an advantage.
• Good organizational and coordination skills.
• Strong written and good verbal communication skills.
• Ability to manage multiple requests and priorities simultaneously.
• Proficient in Microsoft Office/365, particularly Excel, PowerPoint, Outlook, and Teams.
• Experience with ITSM/ticketing tools such as ServiceNow, Jira, ManageEngine, or similar is an advantage

Responsibilities

• Coordinate day-to-day activities between customers and IT managed services teams.
• Act as a primary coordination point for customer requests, service activities, and follow-ups.
• Schedule and coordinate service meetings, maintenance activities, and project-related sessions.
• Track service requests, action items, deliverables, and commitments.
• Follow up with technical teams on pending activities and provide status updates to customers.
• Assist in preparing service reports, meeting minutes, dashboards, and customer presentations.
• Monitor SLA-related activities and elevate potential delays or service issues.
• Coordinate planned maintenance, system changes, deployments, and other scheduled activities.
• Maintain accurate customer and project documentation.
• Assist with onboarding/offboarding activities and transition of IT services.
• Support customer satisfaction initiatives and identify recurring customer concerns.
• Escalate technical, operational, or commercial issues to the appropriate team or Project Manager.
• Ensure customer communications are timely, clear, and properly documented.

Skills

Coordination

Customer communication

ITIL familiarity

Education

Bachelor's degree in IT/related

Tools

ServiceNow

Jira

Microsoft 365

Job description

Adventus in the Philippines seeks a Service Coordination Associate to bridge customer needs with IT managed services teams, scheduling meetings, tracking requests, and ensuring timely deliverables. You will prepare reports and dashboards, monitor SLA performance, and keep stakeholders informed of project status.

You will support onboarding/offboarding, help maintain project docs, and escalate issues when needed, contributing to high customer satisfaction and smooth operation of IT services.