Role: Service Co-ordinator
Contract: 6-Month Fixed Term Contract
Salary: £25,710 - £28,567
Location: Mansfield (Hybrid)
Reports To: Lead Service Manager
Direct Reports: N/A
Job Purpose:
To be responsible for the successful provision of Digital Services and support to the Authority’s staff, systems in general and Inferis in particular. To perform and contribute to regular service reviews with suppliers and customers within the Authority. To effectively manage any changes to existing systems in use at the Authority. To understand the Digital policies and work with the business and Digital team to ensure compliance. Maintain the Authority compliance on licenses by understanding the vendor specific licensing models and maintain software usage within the agreed terms.
Key Responsibilities:
* Manage the support of the business IT users, ensuring that the service appropriately supports the business objectives of the Authority using formal ITIL methodology.
* Provide and enable communication between the user community, in-house and supplier support functions ensuring effective escalation of problems.
* Ensure excellent communication between Digital, suppliers, and the business.
* Deputise for the Service Manager with respect to support coordination and contract management in their absence.
* Actively manage customer and supplier relationships using ITIL service management.
* Ensure that system changes are managed effectively to maximize business benefits while minimizing disruption.
* Act as a focal point for communication between user community and support functions ensuring effective escalation of problems.
* Assist the Service Manager in ensuring that services are provided in line with outsource agreements.
* Drive service improvement through good service management and collaborate with colleagues to drive efficiencies.
* Ensure the security of corporate systems and manage user access to the network and specific applications.
* Gather statistics and produce reports to support business operations.
* Contribute towards corporate objectives in terms of Business Continuity, Risk Management, and efficiency savings.
* Undertake any other reasonable activities as requested by your line manager.
Person Specification:
Essential:
* ITIL Foundation HND or relevant experience
* Excellent knowledge and understanding of ITIL, including:
1. Contract/Service Level Agreement Management
2. ICT release and change management
* Excellent knowledge of business systems and processes
* A working knowledge of Authority operations and IT services
* Thorough working knowledge of Inferis
* Experience in an ICT support capacity
* Skills in planning and scheduling work
* Organisation and communication skills
* Excellent report writing skills
* Team working skills
* Ability to manage multiple streams of work and project work
* Decision making skills
Desirable:
* Prince2 Foundation
* ITIL Expert
* Previous knowledge of dealing with suppliers, including Contract Management
Benefits:
* A cutting-edge pension scheme with an impressive employer contribution rate of approximately 28.97%.
* Experience our values-based recognition scheme that celebrates your contributions.
* Flexibility in working patterns, whether it's full-time, part-time, or compressed hours.
* Embrace flexible working arrangements tailored to your needs.
* Enjoy a generous holiday allowance of 27.5 days annually, plus the flexibility to add 6 extra days, alongside 8 public holidays.
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