The Coordinator, Support Ops is responsible for coordinating and governing the organisation's incident and problem management processes, ensuring activities are conducted in accordance with established policies, standards, and service management practices.

Acting as a central facilitator across technical teams, service providers, and business stakeholders, the role drives effective collaboration, ensures appropriate governance is applied throughout the incident lifecycle, and supports the delivery of high-quality Post Incident Reviews (PIRs) and continuous improvement initiatives.

The successful candidate will be confident engaging with stakeholders at all levels, capable of facilitating discussions that drive accountability and action, and committed to maintaining strong process adherence and operational governance.

Governance and Process Coordination

• Ensure incidents, problems, and associated reviews are managed in accordance with organisational policy, governance requirements, and agreed procedures.
• Monitor adherence to service management processes and identify opportunities to improve consistency and effectiveness.
• Maintain oversight of incident and problem records, ensuring data quality, completeness, and appropriate documentation standards are met.
• Support audit, risk, and compliance activities relating to incident and problem management processes.
• Produce governance reporting, metrics, and management information to support operational oversight and decision-making. Support cross-functional collaboration to encourage effective resolution of service-related issues and continual improvement opportunities.
• Facilitate discussions, workshops, and review meetings relating to incidents, problems and service improvement activities.
• Coordinate Post Incident Reviews (PIRs), ensuring reviews are completed to a high standard and within agreed timescales.
• Identification, assignment, and ongoing tracking of Problem records arising from incidents and Post Incident Reviews (PIRs), ensuring appropriate ownership and timely progression.
• Ensure accountability for actions and provide regular progress updates to stakeholders and act as a key point of coordination between technical teams, service owners, suppliers, and business stakeholders.

Essential Skills and Experience

• ITIL Foundation Certification (ITIL Foundation or equivalent).
• Experience working within an IT Service Management, Service Delivery, Operations, or Governance environment
• Experience facilitating meetings involving technical teams, suppliers, and business stakeholders.
• Demonstrable ability to coordinate actions across multiple teams and drive accountability to completion.
• Strong understanding of governance, process compliance, and operational controls.
• Experience producing reports, presentations, service metrics, and management information.
• Excellent organisational, communication, and stakeholder management skills.
• Ability to influence and challenge appropriately while maintaining strong working relationships.
• Strong ability to communicate and build relationships across technical and non-technical audiences, ensuring information is conveyed clearly and effectively.

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