Service Coordinator

IT Service Operations Coordinator

Pay: £300 - £350 per day (DOE) (Inside IR35 Umbrella)

Location: Reading

Security Clearance: Active SC Clearance Required

• Applicants must be nationals of the UK, Italy or Japan.
• Dual nationality is only permitted where both nationalities are from these approved countries.

We’re looking for an organised and proactive Service Operations Coordinator to support the smooth day-to-day running of IT services. You’ll coordinate incidents, service requests, escalations and service management activities, working closely with technical teams, suppliers and stakeholders to maintain service performance and operational standards.

Key Responsibilities

• Coordinate incidents and service requests from initial logging through to resolution.
• Monitor ticket queues, overdue actions, escalations and SLA performance.
• Act as the main point of contact between Service Desk teams, technical support teams, suppliers and service management leads.
• Support Major Incident, Problem, Change and Service Introduction activities.
• Maintain ServiceNow records, dashboards, reports and governance documentation.
• Track risks, actions and opportunities for service improvement.
• Support the onboarding of new services, users and suppliers.
• Produce operational reports and management information to support decision-making.

Essential Skills & Experience

• Experience in IT Service Operations, Service Desk, Incident Management or Request Fulfilment.
• Good understanding of ITIL service management principles.
• Experience using ServiceNow or a similar IT Service Management (ITSM) platform.
• Strong organisational, communication and stakeholder management skills.
• Experience coordinating technical teams, suppliers and third-party service providers.
• Understanding of Incident, Problem, Change and Configuration Management processes.

Desirable

• ITIL 4 Foundation certification.
• Experience in Defence, Government or other highly regulated environments.
• Experience working within multi-supplier service environments.

If you have strong IT service management experience, excellent coordination skills and the ability to manage competing priorities in a fast-paced environment, we’d like to hear from you.