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.