The IT Service Management Coordinator supports the entire service process of the Business Service. The main responsibilities are analyzing Service Level Fulfilment and reporting the health of the Business Service against the agreed Service Level Agreements (SLAs), using IT Service Management (ITSM) tools and data. This includes working with IT service metrics, supporting service-related financial processes planning, processing purchase requisitions, handling invoices, supporting access handling, and facilitating improvements through reporting and dashboards.
What You Will Do
- Supports Service Level Management: Monitor and ensure compliance with IT Service Level Agreements (SLAs) and performance standards using ITSM tools and platforms.
- Works with the IT Business Service Scorecard to analyze Service Level fulfilment, leveraging data from incident, change, and request management processes.
- Coordinates purchases requisitions and invoice handling, including tracking of IT vendor contracts, software licensing,
and creating spend reports and analytics to support cost transparency.
- Supports budget and forecast processes in conjunction with the Business Service Controller, ensuring alignment with IT financial management practices and forecasting of service delivery costs.
- Process Improvement: Provides recommendations for enhancing IT service delivery processes (e.g., operational dashboards, service performance analytics) to identify and initiate actions that maintain or improve agreed service levels.
- Access handling of consultants supporting IT services, including provisioning and deprovisioning in accordance with IT security and compliance protocols.
- Customer Support: Handles basic IT service -related customer complaints and escalations, ensuring timely resolution through coordination with support teams and maintaining high levels of customer satisfaction.
Who You Are
- Bachelors degree or equivalent in a re
📌 IT Service Management Coordinator (Panaji)
🏢 Essity Operations Goa
📍 Panaji
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