Operational Support / Service Delivery Coordinator
We are seeking an experienced and detail-oriented Operational Support Coordinator to join our client's large agile team.
This role focuses on providing essential support for operational issues, coordinating with cross-functional teams to ensure seamless service delivery, and implementing process improvements.
Key Accountabilities Operational Support & Issue Resolution Act as a critical point of contact for operational issues, troubleshooting and providing timely resolution.
Monitor system and service performance, identifying and escalating issues as needed.
Maintain effective documentation of issues and resolutions, ensuring knowledge is shared and accessible across the team.
Service Delivery Coordination Collaborate with the squad to ensure alignment on service delivery objectives and timelines.
Facilitate communication and coordination across teams to support ongoing projects and daily operations.
Monitor and manage service delivery metrics, providing insights to improve efficiency and effectiveness.
Stakeholder Management Work closely with internal stakeholders, including Product, Engineering, and Support teams, to align on priorities and maintain high standards of service delivery.
Liaise with external partners and vendors to ensure smooth operational processes and timely issue resolution.
Process Improvement Identify areas for improvement within operational processes, recommending and implementing solutions to enhance efficiency and service quality.
Support change management activities, including training and documentation updates, to ensure a smooth transition for all team members.
Selection Criteria 2+ years of experience in operational support, service delivery, or a similar role.
GDS systems knowledge is highly desirable.
Understanding of IT service management (ITSM) frameworks and methodologies.
Proficiency in monitoring tools, ticketing systems, and service management software (e.g., ServiceNow).
Strong troubleshooting skills with the ability to quickly diagnose and resolve operational issues.
Excellent communication and coordination skills, with the ability to work independently and effectively with cross-functional teams.
Strong organisational skills, capable of managing multiple tasks simultaneously.
Problem-solving mindset, proactive, and driven to improve operational processes.
If you have the relevant skills and experience, please apply now with your up-to-date CV (in Word format).
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