Service Coordinator

The Service Coordinator is responsible for managing the lifecycle of incidents, changes, and tasks to ensure optimal human capacity utilization and adherence to contractual Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). This role involves driving ticket management, quality review activities, and providing technical and administrative support to infrastructure and systems, all while adhering to IT industry best practices such as ITIL and ISO 20000.

• Validate incident, change, and task details for accuracy and completeness, eliminating duplication.
• Ensure all outstanding tickets have daily, valid updates in the Service Management system.
• Escalate non-compliance failures and inform Engineers of incident details, site, and SLA due dates.
• Assign incidents to the appropriate support group within 15 minutes of receipt.
• Update the Service Management System work info field with actions taken.
• Drive the resolution of incidents within required SLAs.
• Follow up with Engineers regarding incident status and updates.
• Execute the preventative SLA failure escalation process.
• Proactively escalated and communicate potential issues to relevant management teams.
• Ensure incidents are assigned to the correct Resolver group for efficient resolution.
• Identify gaps in the Incident Process Flow and coordinate changes with stakeholders for effective execution.
• Review pending incidents to ensure adherence to contractual pending rules, with up-to-date pending reasons.
• Take remedial action for non-adherence to pending rules.
• Coordinate calls to ensure optimum utilization of human capacity and SLA/OLA compliance for incidents.
• Drive quality and quality review activities based on ITIL, ISO 20000, and ITSM standards.
• Evaluate operational efficiencies, trends, and work instructions, leveraging best practices for continuous improvement.
• Generate and provide operational information for decision-making.
• Support the management, measurement, and improvement of quality outputs and SLA achievements.
• Provide administrative support for partner/vendor management processes and procurement compliancy.
• Perform daily health checks.
• Engage with customers in operational meetings regarding ticket volumes and trends.

• ITIL Certification
• Proven experience in service coordination or a similar role within an IT support environment.
• Strong understanding of incident, change, and problem management processes.
• Familiarity with ITIL, ISO 20000, and ITSM frameworks.
• Proficiency in using Service Management systems.
• Excellent communication and interpersonal skills.
• Ability to prioritize and manage multiple tasks effectively.
• Strong analytical and problem solving skills.

• Experience with specific ITSM tools.
• Knowledge of infrastructure and systems support.
• Experience in customer engagement and operational reporting.