IT Service Management Coordinator

at  Skipton Building Society

Hours:
35 hours per week, Hybrid
Salary:
£28,553 Per Annum
Closing Date:
Fri, 14 Jun 2024
We are recruiting for an ITSM (Information Technology Service Management) Service Coordinator who will be responsible for overseeing the day-to-day operations of IT service management processes. This role ensures that IT services are delivered efficiently, effectively, and in alignment with business needs. The ITSM Service Coordinator will work closely with various IT teams, stakeholders, and colleagues to manage and improve IT service delivery, handle incidents, manage problems, review & approve Changes and maintain service level agreements (SLAs).
Who Are We?
Not just another building society. Not just another job.
We’re the fourth biggest building society in the UK and what makes us a bit different is that we’re a mutual organisation. We don’t have shareholders; we’re owned by our members.
Our colleagues say Skipton’s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we’ll help you take the next step towards a better future.
You will be joining our dynamic IT function, with a department consisting of c120 skilled professionals. We are an enabling function collaborating with stakeholders across the business to drive ambitious initiatives within the Homes and Money business divisions.
As an ITSM Service Coordinator your role is to ensure that IT deliver high-quality services that meet customer and colleague needs, while also following the ITIL best practices, compliance to agreed processes and driving continuous improvement.
What’s In It For You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days.
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days.
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifices scheme for hybrid & electric car.
• A commitment to training and development.
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups.
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership.

What Will You Be Doing?
As our ITSM Service Coordinator you will be working with a cross skilled team of service coordinators supporting ITIL industry best practices including but not limited to Incident Management, Change Management, Problem management, Configuration Management and Request Fulfilment. The team will be responsible for both the delivery and effectiveness of the ITSM processes.
Your responsibilities will include:

Service Coordination:

• Coordinate and manage IT service delivery, ensuring adherence to ITSM processes and best practices.
• Monitor and manage service requests, incidents, problems and changes through their lifecycle.
• Ensure timely resolution of incidents and service requests, meeting or exceeding SLAs.

Incident Management:

• Act as the primary point of contact for incident management.
• Log, track, and manage incidents to ensure prompt resolution.
• Communicate incident status and updates to stakeholders and customers.

Problem Management:

• Assist in identifying, analysing, and resolving root causes of problems.
• Coordinate with relevant teams to implement long-term solutions to prevent recurrence.

Change Management:

• Facilitate change management processes, ensuring that changes are planned, tested, and implemented with minimal disruption to services.
• Ensure all changes are documented and approved as per the change management policy.

Service Level Management:

• Monitor and report on service performance against SLAs
• Identify areas for improvement and work with teams to enhance service delivery.

Communication:

• Maintain clear and effective communication with stakeholders, including users, IT teams, and management.
• Prepare and distribute regular reports on service performance and incident resolution.

Continuous Improvement:

• Identify opportunities for process improvement and implement changes to enhance service efficiency and effectiveness.
• Stay updated with the latest ITSM trends and best practices.

Documentation:

• Maintain accurate and up-to-date documentation for ITSM processes, including incident reports, change records, and service requests.

What Do We Need From You?

• Strong understanding of ITSM frameworks and best practices.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency in ITSM tools and software.
• Customer-focused with a commitment to providing high-quality service.
• Ability to work collaboratively in a team environment.Proactive and self-motivated with a strong sense of responsibility.
• Willingness to provide rotational on-call support during off-hours.

Please refer the Job description for details