Service Coordinator

Job description

ABOUT THE ROLE

In this role, you take ownership of a live service and the team that delivers it. Day to day, that means running the service along the ITIL lifecycle and SoftServe corporate processes, holding execution inside the agreed scope, schedule, budget, and SLAs, and keeping the documentation up to date.

You own the client relationship day to day. You set expectations, report on service performance in terms the client, the team, and business development can each act on, and treat CSAT as a signal for what to improve next. Alongside that, you lead the people who deliver: staffing the service correctly, coaching your direct reports, and building career development plans that grow their skills

RESPONSIBILITIES

- Manage services in line with the ITIL lifecycle and SoftServe corporate processes

- Oversee daily service and project execution within the defined scope, schedule, budget, and resources, ensuring adherence to SLAs

- Lead service operations and implementation teams

- Facilitate the creation and maintenance of service legal documentation, including Statements of Work, Service Proposals, and Change Orders

- Establish, manage, and continuously improve service and process-related metrics

- Keep the knowledge base, runbooks, and service catalog accurate enough that people actually use them

- Provide process and service status reports to stakeholders, with insight from the client, team, and business development perspectives

- Shape and manage client expectations, ensuring transparency and alignment with service objectives

- Facilitate effective client communication at all levels

- Monitor customer satisfaction (CSAT) and drive continuous improvement initiatives

- Optimize service capacity and usability, balancing efficiency with performance needs

- Support the Service Delivery Manager or Director in achieving service and project revenue and profit targets

- Manage service and project staffing, ensuring the right resources are in place for delivery

- Motivate, guide, and coach direct reports, and define career development plans that build their skills

REQUIREMENTS

- 2+ years of hands-on experience managing IT services or fixed-price projects

- Understanding of ITIL service management, with experience applying at least some of its practices day to day (ITIL Foundation certification is a plus)

- Process driven, with experience in managing and improving service processes for better efficiency

- Performance oriented, ensuring that reporting standards and service quality metrics are consistently met

- Customer focus, with the communication and interpersonal skills to build long-term stakeholder relationships and keep support functions responsive

- Skill in stakeholder management, shaping and managing client expectations at all levels

- Proactive in service improvements, ensuring timely and secure implementation of enhancements

- Adaptability and resilience in fast-paced environments, handling multiple priorities without trading away quality

- Proficient in English with at least an upper-intermediate level