Service Management Coordinator

Licensed sponsor London Full-time Posted 1 hour ago

Job Description

Location: London/ hybrid (minimum 2 days per week in office)
Department: Service Management
Reports to: Head of Service Management
Salary: £30,000 - £40,000 per annum

We are looking for an organised, proactive Service Management Coordinator to support our Service Managers with their day-to-day activities. A key responsibility will be preparing customer Service Review and Technical Review packs, ensuring each contains accurate, relevant and well-analysed information and is ready in good time ahead of the meeting.

Alongside review preparation, you will monitor service activity, track and drive internal actions, maintain accurate customer information and highlight issues or trends requiring Service Manager attention.

The role

You will work closely with our Service Managers, helping them prepare for meetings, maintain accurate customer information and drive agreed activities and actions through to completion.

A major part of your role will involve gathering and analysing information from internal teams and systems to produce two distinct customer review packs:

Service Review packs: Covering service performance, service level agreements, incident and request trends, customer feedback, action progress and service improvement activities.
Technical Review packs: Covering the customer’s current backup configuration and protection coverage, identified gaps and risks, potential optimisations, plus capacity, retention and compliance considerations.

You will co-ordinate contributions, validate information for accuracy, completeness and consistency, and highlight gaps or areas requiring further investigation before the packs are reviewed by the relevant Service Manager and technical colleagues.

Alongside review preparation, you will support the team’s day-to-day workload through service monitoring, scheduling, information gathering, action management and internal co-ordination.

Job Requirements

Skills and experience

Essential

Typically 1–3 years’ experience in an IT Service Desk, technical support, IT operations, managed services or similar technology environment.
Strong organisational skills, with the ability to manage multiple priorities, review schedules and competing deadlines.
Excellent attention to detail when analysing information, preparing reports and maintaining accurate records.
Confidence using PowerPoint, Excel, Word, Outlook and Teams.
Ability to analyse information from different sources and turn it into clear, professional customer review materials.
Clear written and verbal communication, with confidence following up on contributions and actions.
A proactive, dependable approach and sound judgement about when to escalate issues, delays or missing information.
Care and discretion when handling customer and business information.

Desirable

Experience within an IT managed services or technology business.
Familiarity with service management platforms, CRM systems or reporting tools.
Understanding of service level agreements and incident, problem and change management.
Familiarity with backup, disaster recovery or cloud services.
ITIL Foundation certification or an interest in developing service management knowledge.

Job Responsibilities

Prepare Service Review packs: Compile and analyse service performance information, customer updates and action progress into clear, consistent packs tailored to each customer.
Prepare Technical Review packs: Co-ordinate input from relevant technical teams and ensure each pack reflects the agreed scope and agenda, covering the customer’s current backup configuration and protection coverage, identified gaps and risks, potential optimisations, plus capacity, retention and compliance considerations.
Manage review preparation schedules: Track upcoming Service Reviews and Technical Reviews, request contributions in good time and follow up to ensure packs are ready by agreed deadlines.
Check reporting quality: Verify reporting periods, customer details and the accuracy and consistency of information, referring discrepancies to the appropriate team for resolution.
Support meeting arrangements: Schedule Service Reviews and Technical Reviews, co-ordinate attendees, prepare agendas and distribute approved materials.
Drive agreed actions: Review and validate AI-generated meeting notes, maintain action logs, ensure actions have clear owners and target dates, proactively follow up with internal teams and escalate where progress cannot be obtained.
Support Service Managers day to day: Assist with information gathering, follow-up activities and internal co-ordination, helping Service Managers focus on customer relationships, service improvement and service outcomes.
Maintain customer information: Keep contact details, service information, review schedules and governance records accurate and current across agreed systems.
Improve templates and processes: Maintain consistent review pack templates and identify opportunities to simplify, standardise or automate Service Management processes.

Job Benefits

Hybrid working
25 days holiday
Performance related bonus
Private Medical
Private Pension 5% employer contribution
Bike to work scheme
Electric vehicle scheme

Salary

30000 - 40000 GBP (yearly)