Service Management Coordinator

Role: IT Service Management Coordinator

Location: London, UK (Hybrid)

Contract: 6 months

Working Shifts: Full-time Monday to Friday

We are seeking an experienced and proactive Service Management Specialist to support and enhance operational service delivery across a multi-functional technology support environment. This role will act as a key operational liaison between internal stakeholders, global service desk providers, and third-party vendors to ensure high-quality service delivery aligned to business expectations and operational standards.

The successful candidate will play a central role in driving continual service improvement, managing operational governance activities, supporting major incident coordination, and ensuring technology support services are delivered effectively across the UK technology landscape.

This is an excellent opportunity for a service-focused professional with strong IT Service Management (ITSM) knowledge, stakeholder management capability, and operational support experience within a fast-paced enterprise environment.

• Lead and participate in monthly stakeholder and vendor service review meetings to evaluate operational performance, KPIs, trends, risks, and service delivery outcomes.
• Drive continual service improvement initiatives by identifying service gaps, recommending operational enhancements, and ensuring actions are tracked through to completion.
• Monitor and review vendor performance against agreed service levels and contractual obligations.
• Analyse operational reporting data and service metrics to identify trends, risks, recurring issues, and opportunities for process optimisation.
• Prepare and present service performance reports and operational insights to wider leadership teams and stakeholders.
• Coordinate and manage internal technology escalations across support teams to ensure timely resolution and effective stakeholder communication.
• Support the management of Priority 1 (P1) and Priority 2 (P2) incidents, including operational coordination, escalation management, communication updates, and post-incident tracking.
• Review, maintain, and improve operational support documentation, service procedures, and governance processes.
• Act as a subject matter expert for operational support processes, service management activities, and escalation procedures.
• Build and maintain strong working relationships with internal business stakeholders, technology support teams, service desk providers, and external vendors.
• Contribute to improving the overall end-user support experience through operational excellence and service optimisation initiatives.

• Strong understanding of IT Service Management (ITSM) principles, operational governance, and service delivery frameworks.
• Previous experience within a Service Management, Service Delivery, IT Operations, or Technology Support environment.
• Experience managing stakeholder relationships and facilitating service review or operational governance meetings.
• Proven ability to coordinate escalations and support major incident management processes.
• Strong analytical skills with experience interpreting operational metrics, KPI reporting, and service performance data.
• Excellent communication, presentation, and stakeholder engagement skills.
• Strong organisational and prioritisation abilities with the capability to manage multiple tasks and operational activities simultaneously.
• Experience driving continuous improvement initiatives within operational or support environments.
• Ability to work collaboratively across technical teams, business stakeholders, and external suppliers.

• Experience working with global service desk providers or managed service vendors.
• Familiarity with ITIL processes and service management best practices.
• Experience producing operational reports and presenting findings to senior leadership.
• Exposure to enterprise-scale technology support environments.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.