We are here for anyone affected by dementia to help them navigate some of the hardest and most frightening times of their lives.
We are advisors, supporters, fundraisers, researchers, influencers, communicators, technical specialist and so much more. We are volunteers, we are employees, and together we are here to make a difference to the lives of people living with dementia and their carers.
The Service Delivery Coordinator will play a key part within the IT Business Operations Team, leading on our procurement processes, delivering documentation, reporting and analysis, as well as providing support to our end user base. They’ll be working closely with our managed service provider and other vendors to ensure that we are always delivering our services efficiently and effectively. The successful candidate will have a very keen eye for detail, be commercially astute and will be expected to communicate to colleagues of all levels across the business.
We are looking for someone who exemplifies our values, someone who is: Determined to make a difference when and where it matters most. A Trusted Expert who believes in working Better Together and demonstrates true Compassion.
Duties and key responsibilities
- Experience in ServiceNow or another ITSM platform.
- ITIL qualification.
- Analyse procurement and service data and provide reports on service performance, service compliance.
- MSP Vendor Management.
- Using data, reporting and service metrics to identify and implement continual service improvement plans and governance.
- Analyse procurement and service data and provide reports on service performance, service compliance and IT stock levels.
- Review and approve service requests, obtain quotes from our managed service provider or suppliers.
- Liaise with our third-party vendors and other teams within the Society in relation to the services they provide.
- Create documentation for new and existing processes.
- Respond to end user escalation and feedback requests in line with the team’s Escalation and Feedback process.
- Use the data to identify and implement service improvements which will help us manage our service more efficiently and effectively and with reduced risk.
About you
- Analytical - able to collate, present and draw conclusions from a variety of data sources.
- A self-starter - able to work on own initiative and confident in making decisions.
- Determined– able to manage complex tasks through to successful completion.
- Methodical – Sets and works to clear expectations and achievable goals.
- Improvement focused – driven to identify and implement improvement initiatives which will benefit our wider service. Regularly asks ‘How could I/we do this better?’ and acts on the responses.
- A team player – able to nurture productive relationships with colleagues across the Society. Shares knowledge and skills to develop others and support learning. Identifies other people who have a part to play in achieving our organisational goals. Seeks appropriate opportunities to be involved in the wider aspects of the organisation’s work.
- While not essential for the role the successful candidate may have previous experience working in an IT function using ITIL or procurement processes.