Service Coordinator

3 days ago

Manila, National Capital Region, Philippines Accent Micro Technologies, Inc. Full time

Job Description: Service Coordinator – ITIL-Based Managed Services

Position Summary:
The Service Coordinator is responsible for ensuring seamless coordination of service management activities within an ITIL-based Managed Services environment. This role focuses on bridging communication between teams, monitoring service delivery, and maintaining compliance with established Service Level Agreements (SLAs) to meet client expectations.

Key Responsibilities:

  1. Service Management Coordination:
    • Act as the primary point of contact for service-related inquiries and escalations.
    • Collaborate with internal teams, clients, and stakeholders to ensure effective service delivery.
    • Coordinate the resolution of incidents, problems, and service requests following ITIL best practices.
  2. Monitoring and Reporting:
    • Assist in tracking performance metrics and ensure alignment with SLAs and Key Performance Indicators (KPIs).
    • Assist in generating regular reports on service delivery performance, including SLA compliance, incident trends, and resolution times.
    • Identify areas for improvement and provide actionable insights to enhance service delivery.
  3. Process and Documentation Management:
    • Maintain and update process documentation—internal and external, runbooks, and operational manuals.
    • Assist in ensuring adherence to ITIL processes such as Incident, Problem, Change, and Configuration Management.
  4. Client and Stakeholder Engagement:
    • Assist in facilitating regular service review meetings with clients and stakeholders to discuss performance and address concerns.
    • Support onboarding of new clients and services, ensuring smooth integration into managed services operations.
  5. Escalation Management:
    • Assist in managing escalations for critical incidents, ensuring timely communication and resolution.
    • Assist in working with Service Delivery Leads or Managers and technical teams to resolve complex issues effectively.
  6. Team Coordination and Assistance:
    • Coordinate the activities of the support team to ensure tasks are assigned and completed on time.
    • Support training initiatives to enhance the team's knowledge of ITIL processes and tools.
    • Perform liaising tasks between HO and SDLs for back-end/system processing and support, such as:
      • Liaising between the customer and the onsite team for logistical arrangements.
      • Maintaining records for trips, logistics, and related approvals.
      • Assisting with invoicing and reconciliation of travel expenses.
      • Travel-related coordination of FEs through the SDLs/Ms.
      • If needed, assist in conducting performance assessments of FEs, directly or indirectly, in support of continual service improvement.

Qualifications and Requirements:

  • Bachelor's degree in Information Technology, Business Administration, or a related field.
  • 1–2 years of experience in a service coordination, PMO staff, or service management role within an ITIL-based Managed Services environment.
  • Skills:
    • Strong knowledge of ITIL frameworks and processes (ITIL certification preferred).
    • Proficiency in using ITSM tools (e.g., ServiceNow, BMC Remedy).
    • Excellent communication and interpersonal skills for engaging with clients and teams.
    • Analytical mindset with the ability to interpret service performance data.
    • Strong organizational skills and attention to detail.
  • Behavioral Competencies:
    • Customer-centric mindset with a proactive approach to service improvement.
    • Ability to handle high-pressure situations and manage multiple priorities.
    • Problem-solving skills with a focus on root cause analysis and long-term resolution.

Compensation & Benefits Included in the Package:

  • Overtime Pay
  • Performance Incentives
  • Holiday Pay
  • Health Maintenance Organization (HMO) Coverage

Work Environment:
This role typically involves a combination of on-site and remote work. Service Coordinators may occasionally need to work outside standard hours to address critical incidents or meet client needs.

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