IT Project Coordinator/ Infra Project Coordinator/Service Coordinator

The Service Coordinator provides operational and administrative support to the Service Delivery team. The role coordinates service activities, escalations, meetings, reports, action items, and improvement initiatives across customers, technical teams, and service leaders.

The position ensures that priorities, risks, deadlines, and commitments are properly documented, communicated, tracked, and progressed through completion.

Key Responsibilities

• Coordinate day-to-day service activities across customers, technical teams, service lines, and other stakeholders.
• Maintain trackers for operational priorities, escalations, action items, risks, dependencies, and deadlines.
• Follow up with assigned owners and highlight overdue, blocked, or high-risk activities.
• Coordinate escalation calls, service reviews, governance meetings, and operational working sessions.
• Prepare meeting agendas, minutes, action logs, status reports, dashboards, and stakeholder updates.
• Monitor ticket trends, backlogs, aging items, recurring issues, and service performance using available reports.
• Consolidate updates from technical teams and communicate progress, risks, delays, and next steps.
• Track service delivery initiatives, operational objectives, and continual improvement actions.
• Maintain accurate and organized service documentation, reports, procedures, and governance records.
• Support handovers and operational coordination across different teams, regions, or shifts.
• Escalate unresolved or insufficiently owned items to the appropriate Service Delivery Specialist or Manager.
• Identify opportunities to improve or automate coordination, reporting, and documentation processes.

Required Skills and Competencies

• Basic understanding of IT service delivery, service operations, and escalation management.
• Strong organizational, coordination, and follow-up skills.
• Ability to manage multiple priorities, stakeholders, and deadlines.
• Excellent attention to detail and documentation accuracy.
• Clear and professional written and verbal communication skills.
• Ability to prepare reports, presentations, meeting materials, and status updates.
• Working knowledge of Microsoft Excel, PowerPoint, Outlook, Teams, and SharePoint.
• Basic familiarity with IT Service Management concepts, including Incident, Problem, Change, Service Request, Knowledge, and Continual Improvement.
• Proactive, customer-focused, collaborative, and comfortable working in time-sensitive situations.

Preferred Skills

• Experience using ServiceNow, Jira, Azure DevOps, HDA, or similar ticketing and work-tracking tools.
• Exposure to Power BI, Power Automate, Microsoft Copilot, dashboards, or workflow automation.
• Familiarity with Data Center, Cloud, Network, IT Security, SAP, employee services, or other enterprise technology environments.
• Basic experience in project coordination, service transition, risk tracking, operational readiness, or supplier coordination.

Qualifications

• Bachelor’s degree in Information Technology, Information Systems, Computer Science, Business Administration, Engineering, or a related field. Equivalent relevant experience may also be considered.
• Up to three years of experience in service coordination, operations support, project coordination, customer support, service desk, administration, or a similar role.
• Experience in reporting, documentation, meeting coordination, or action tracking is an advantage.
• Experience working with distributed or international teams is preferred.
• ITIL Foundation, project coordination, Microsoft 365, service management, or reporting certification is an advantage but not required.

Key Success Measures

• Timely and accurate tracking of escalations, actions, risks, and operational commitments.
• Effective follow-up and closure of assigned action items.
• Quality and timeliness of reports, meeting records, dashboards, and stakeholder updates.
• Early identification and escalation of overdue, blocked, or high-risk activities.
• Accurate and organized service documentation and governance records.
• Positive stakeholder feedback on communication, coordination, and operational support.