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Right Time Recruitment Limited
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Nuneaton, Warwickshire
IT Service Delivery Coordinator
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Job Type: Full-time |
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Salary: £28,000 per annum |
Overview
An exciting role, with a large international retailer, whose purpose is to ensure excellent service coordination for corporate and general service support. The role will support service transition as the company moves to a monitoring and data driven model. You'll have excellent written and verbal communication skills with the ability to liaise with multiple stakeholders at various levels at corporate and store level. You'll be able to remain calm under pressure and deal with incidents in a level headed and considered manner. Key Accountabilities Manages day to day incidents and major incidents by working with multiple service vendors & Internal support teams to ensure store, web and corporate service levels are maintained to a high standard This person is responsible for communications to the business as and when there is any service degradation affecting production systems for both Retail and Corporate support Manages aged tickets to ensure incidents are resolved in a timely manner, whilst also highlighting any trends for recurring issue (Problem Management) which are provided to the vendors for further investigation/resolution Provide an On-Call function (on a 24/7/365 basis) to support the business needs outside of office hours, this consists of dealing with any individual user/store escalation as well as major incident management Coordinates deployments with Internal IT teams and service vendors whilst ensuring testing has been carried out and signed off in lower environments prior to any deployments to the live estate Works with multiple service vendors and internal teams to ensure any changes made to the live environment are done so in a controlled manner, this is achieved by following the change management process which will be Approved/Rejected by the Service Delivery Co-ordinator based on information provided Coordinates technical analyst workload (Corporate support) to ensure tickets are spread evenly across the team as well as reporting on trends and analysis Technical Skills Working in compliance with best practise ITIL framework Process documentation Knowledge of retail systems including end user POS, routers and networks, telephony, retail estate applications and infrastructure Knowledge of corporate support systems including network, telephony, legacy applications and exchange