Service Delivery Coordinator
Hybrid Working ( Reading/ Remote)
Agilisys is the UK’s most innovative IT and business process service provider, transforming the way our clients deliver services to their customers through the use of strategic, affordable, shared service platforms. Working for both the public and private sector, we have earned a strong reputation and hold deep domain expertise within local government, travel and tourism, retail financial services and healthcare.
Purpose of the role
As part of a key partnership contract, assist the Service delivery manager (SDM) with delivery of services related to the IT services end user workstation contract and ensuring the operational requirements of the business and supplied customer contract and where applicable cover services remotely at other sites if required
To monitor the performance of services provided by external and internal service providers as agreed in relevant SLAs, KPI’s and contract requirements and ensure that the service levels are achieved and customer satisfaction is maintained.
To drive service improvement and satisfaction under SDM guidance and CSIP
To provide operation guidance to onsite team
To ensure all deliverables are standardised, process driven and repeatable.
To ensure quality and control
Success in this role will be demonstrated through being a positive and active team player in the Agilisys IT delivery team, working within the ITIL best practice methodologies of delivering IT Services from in-house and supplier provided services as a seamless deliverable from Agilisys to the users. The role requires the ability to be pro-active, develop, grow and nurture positive relationships with both with customer and Agilisys internal teams providing timely information and customer improvement.
Key Involvements & Responsibilities
Contractual KPI’s monitoring, reporting and trend analysis.
Oversee on-site and external Agilisys team co-ordination
Major Incident co-ordination and resolution reporting
Problem management co-ordination
Call trends and IT process monitoring
Service Transition and bring into service co-ordination
Process review and improvement
Service Catalogue Management
SLA, OLA monitoring and reviews
Document and process creation
Quality and control
Customer service improvement
Assist service improvement and cost reduction/efficiency initiatives
The role is predominantly office based in Reading but may require very occasional travel to other client or Agilisys locations. The role may also require occasional evening or weekend work to oversee planned activities such as office moves or upgrades.
Major Job Challenge(s)
Build effective internal team relationships
On-going service improvements to meet ever increasing customer expectation
Fast moving business and IT environment
Customer demand v contractual provision
Knowledge, Skills & Experience
Experience of working in an IT discipline or contractual service environment
ITIL service delivery qualification foundation level
Experience of working in an IT Service management capacity or related IT role or ability to demonstrate relative experience and ability to quickly grow into the position
Good general understanding of IT process and principles
ITIL intermediate qualification within service operations
Knowledge of working in public sector
Logical, methodical and structured approach
Results orientation, deadline driven
Effective time management
Ability to prioritise
Effective communication skills, both written and 1:1.
Attention to detail
What’s in it for you?
Agilisys is an employee owned organisation that delivers success through innovation, working with public sector partners to help them transform services that make a real difference to millions of people across the UK. We are one of the UK’s most innovative IT services providers, delivering transformation through a suite of world-class citizen-centric technology products as well as centres of operational excellence around the UK.
At Agilisys, we are passionate about people who are passionate about technology and digital disruption. We pride ourselves on our integrity towards our colleagues and our clients and strive to be the transformation and operating partner of choice to the public sector.
We are collaborative in the way we work, and our agile and fast paced environment poses many opportunities for exposure to new technologies and ways of working. As an Employee Owned business, our people are our main asset, and everyone has a real say in the direction that the business is heading
In addition to salary, training and a wonderful office environment, we offer the following corporate benefits:
Being an Employee Owner as part of the Employee Owned Trust, you can make a difference in the future of our organisation.
Access to exclusive discounts and offers with a variety of retail providers through Agilisys “Perks at Work” scheme.
Agilisys operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.