Job Description

Location: central London (Hybrid, 2 days onsite)
Rate: 183 per day (Umbrella)
Duration: 6 months

We're seeking a proactive and detail-driven Service Management Coordinator to join a busy and collaborative technology environment in London. This role sits at the heart of service delivery, acting as a key link between internal stakeholders, global service desk teams, and external vendors to ensure a high-quality, consistent support experience.
If you have a passion for IT Service Management (ITSM), enjoy analysing performance data, and thrive in a fast-paced environment managing escalations and driving service improvements-this could be the perfect opportunity.

• Lead and participate in monthly stakeholder and vendor review meetings, analysing KPIs, trends, and service performance.
• Drive continuous service improvement initiatives, identifying gaps and tracking actions through to completion.
• Collaborate with global service desk providers and vendors to ensure agreed service levels are met.
• Review and maintain service documentation, operational procedures, and support processes.
• Manage and coordinate internal customer escalations relating to technology support.
• Support the management of Priority 1 (P1) and Priority 2 (P2) incidents, including communications and tracking.
• Act as a subject matter expert for service management processes and operational procedures.
• Analyse service data and reporting to identify risks, trends, and improvement opportunities, presenting findings to leadership.
• Build strong relationships across support teams and stakeholders to enhance end-user experience and satisfaction.

• Solid understanding of IT Service Management (ITSM) frameworks and operational governance.
• Proven experience managing stakeholder relationships and service review meetings.
• Strong analytical and reporting skills, with the ability to interpret data and present insights clearly.
• Experience handling incident management and escalations in a structured environment.
• Excellent communication, organisation, and stakeholder management skills.
• Ability to drive continuous improvement within service delivery or support functions.
• Comfortable working across multiple teams and priorities in a hybrid environment.

• Opportunity to work in a high-impact service delivery role within a collaborative technology environment.
• Exposure to global service operations and senior stakeholders.
• Gain valuable experience driving operational improvements and service excellence.
• Competitive daily rate with hybrid working flexibility.