Service Co-ordinator 6 month FTC

Role: Service Co-ordinator

Contract: 6-Month Fixed Term Contract

Salary: £25,710 - £28,567

Location: Mansfield (Hybrid)

Reports To: Lead Service Manage

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:

• To manage the support of the business IT users, ensuring that the service appropriately supports the business objectives of the Authority. The customer and service provider relationships require a managed approach adopting a formal ITIL methodology. Support includes procurement of equipment and software and the management of associated contracts.
• To provide and enable communication between the user community, the in-house and supplier support functions ensuring effective escalation of problems. Provide guidance and assistance to users on use of the Digital Service Desk, Service Management and Digital services in general as required.
• To ensure excellent communication between Digital, suppliers and the business.
• To deputise for the Service Manager with respect to support coordination and contract management in their absence.
• Actively manage the customer and supplier relationships using ITIL service management. Support includes procurement of equipment and software and the administration of associated contracts through appropriate government channels.
• To ensure that system changes are managed effectively to ensure the maximum benefit to the business and minimising disruption. This includes developing, with the Service Manager, effective change control systems and risk assessments and maintaining these processes.
• To act as a focal point for communication between the user community and the in-house and outsourced support functions ensuring effective escalation of problems where business targets/objectives are achieved.
• Contract Management - to assist the Service Manager in ensuring that services are provided in line with outsource agreements and that other contracts are managed and renewed efficiently and for the benefit of the business.
• To drive service improvement through good service management and work collaboratively with colleagues to drive efficiencies and process improvement to support this.
• To ensure the security of the corporate systems, manage the user access to the network and to specific applications, by working with the business functions and the outsourced Digital partners.
• To ensure appropriate statistics are gathered and reports produced as required, to support business operations and the Lead Service Manager.
• To contribute towards the corporate objectives in terms of Business Continuity, Risk Management, invoice processing, efficiency savings and the use of Electronic Document Records Management System (EDRMS).
• 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:
• Contract/Service Level Agreement Management
• ICT release and change management
• Excellent knowledge of business systems and processes
• A working knowledge of Authority operations and IT services in general
• 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 deal with various streams of work and activities as well as 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 to that, alongside 8 public holidays.

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