As an IT Service Level Coordinator, you will join a dynamic and inclusive team committed to delivering high-quality IT services.You will play a key role in coordinating and measuring IT service levels within a multi-vendor environment, while ensuring that our IT operations align with the business's needs and deliver optimal performance. This role offers an exciting opportunity to work in a collaborative environment, with a focus on continuous improvement, vendor management, and ITIL best practices.Key Responsibilities:Oversee IT Service Levels: Monitor and manage IT service level agreements (SLAs) in a multi-vendor outsourced environment.ITIL Process Implementation: Define, develop, document, and embed ITIL service management processes.Service Performance Monitoring: Measure and evaluate service management processes, ensuring vendor compliance with service levels.Reporting & Record Keeping: Ensure accurate, timely documentation and reporting of service level performance.Collaborative Engagement: Work closely with ICT staff, business teams, and external suppliers to deliver effective IT services.Translate Business Requirements: Assist staff in translating complex business needs into vendor service requests.Investigate Service Issues: Act as a point of contact to investigate and report customer service issues to management.Link Between Users & IT Support: Facilitate communication between end users and the IT support teams.Continuous Improvement: Evaluate service quality and identify opportunities for service improvement.Contract Management: Oversee product support, warranties, maintenance contracts, hardware purchases, and software licenses.Team Culture: Contribute to fostering a high-performance, supportive team culture within ICT.On-Call Responsibilities: Participate in an on-call roster for major incident management outside regular business hours, and provide secondary support during business hours as needed.Key Capability Requirements:Essential:Proven experience in IT service level management and measurement.In-depth understanding of ITIL service management processes.Strong communication and interpersonal skills, with the ability to work effectively in a team environment.Experience in managing stakeholder communication during major incidents.Ability to analyse issues and develop practical, sustainable solutions.Strong organisational skills with the ability to manage competing priorities and meet deadlines.Broad technical knowledge of hardware, software, networks, and communications technologies.Degree in Business, ICT, or related fields.Preferred:Experience with ICT operations support processes and practices.Familiarity with Cyber Security Operations processes.Contract management and administration experience within ICT and digital services.Experience with cloud-based ITSM tools.Knowledge of SIAM (Service Integration and Management) or similar models.Strong vendor management skills and experience in building positive vendor relationships.Benefits:Be part of a supportive, diverse, and inclusive team.Opportunity for professional growth and development in a forward-thinking ICT environment.Competitive salary and benefits package.Meaningful work that contributes to the efficient operation of the Wider Business.If you are passionate about IT service management, thrive in a fast-paced environment, and are eager to contribute to a high-performing team, we encourage you to apply for this exciting opportunity!In addition, our Client is committed to fostering a diverse and inclusive workforce. We encourage applicants from all backgrounds to apply.
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