Service Coordinator

ABOUT THE ROLE

In this role, you focus on Service Management, combining Service Desk operations and project coordination. You'll be responsible for day-to-day service delivery, client communication, budgeting, internal processes, onboarding, and documentation, while ensuring the service runs smoothly and meets agreed SLAs.

RESPONSIBILITIES

• Manage services in line with the ITIL lifecycle and SoftServe corporate processes
• Oversee daily service and project execution within the defined scope, schedule, budget, and resources, ensuring adherence to SLAs
• Lead service operations and implementation teams
• Facilitate the creation and maintenance of service legal documentation, including Statements of Work, Service Proposals, and Change Orders
• Establish, manage, and continuously improve service and process-related metrics
• Keep the knowledge base, runbooks, and service catalog accurate enough that people actually use them
• Facilitate effective client communication at all levels
• Monitor customer satisfaction (CSAT) and drive continuous improvement initiatives
• Optimize service capacity and usability, balancing efficiency with performance needs
• Support the Service Delivery Manager or Director in achieving service and project revenue and profit targets
• Manage service and project staffing, ensuring the right resources are in place for delivery

REQUIREMENTS

• At least 2+ years of hands-on experience managing IT service
• Understanding of ITIL service management, with experience applying at least some of its practices day to day (ITIL Foundation certification is a plus)
• Process-driven, with experience in managing and improving service processes for better efficiency
• Performance-oriented, ensuring that reporting standards and service quality metrics are consistently met
• Skill in stakeholder management, shaping and managing client expectations at all levels
• Excellent communication skills, self-organized and attentive to details
• Upper-intermediate or higher level of English
• Support or Service Management background (as an advantage)