Service Management Coordinator

About the role

Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices Coordinate transition of projects into ICT Operations, including readiness assessments, operational acceptance criteria, and go-live handover packages Proactively identify transition risks, scope gaps, and timeline constraints; escalate and track resolution with relevant stakeholders Develop and maintain communication and coordination procedures for all service transitions, ensuring operational teams and business stakeholders are aligned Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management; provide analysis and recommend follow-up actions Support Incident and Problem Management process activities, contributing to root cause analysis documentation and improvement tracking Identify and drive Continual Service Improvement initiatives within the Service Transition domain Manage and update ICT process documentation in the internal document management system; ensure documentation currency and quality Mandatory: Bachelor's degree plus 3 years of relevant experience. Working knowledge of English B2 or higher Common European Framework of Reference for Languages (self-assessment). Minimum 3 years of experience with Service Management, preferably in the area of Service Transition Minimum 2 years of experience in a Project Management, Operational Readiness, or IT Operations coordination role Mandatory Certification : ITIL Foundation ITIL process experience (incl. Service Transition Management): Demonstrable hands-on experience with ITIL Service Transition processes (Change, Release & Deployment, Knowledge Management, Service Asset & Configuration Management) in an operational environment - not just theoretical knowledge. Demonstrable experience with Stakeholder Engagement or Business Relationship Management: Proven track record of engaging and aligning business and technical stakeholders in service transition or project-to-operations handover scenarios. Recent experiences in technical and process document writing: Recent experience authoring process documentation and Knowledge Base Articles in English to production standard, including process flows, SOPs, and operational guides. Demonstrable experience with Service Level Management or Service Level Reporting: Demonstrated experience identifying, documenting, and reporting against Service Level Requirements and/or OLAs/SLAs Knowledge of Service Transition & Operational Readiness: Ability to assess project readiness for transition using structured criteria (e.g., SACM baseline, documentation completeness, training sign-off) Knowledge of Change, Release, and Deployment Management practices including standard, normal, and emergency change types Experience coordinating go-live communications and post-transition stabilisation Knowledge of Continual Service Improvement: Knowledge of CSI frameworks (PDCA, Seven-Step Improvement) Ability to identify, define, and track CSIs and relevant KPIs with measurable baselines Experience performing gap analysis and producing improvement plans with prioritised actions Knowledge of Technical document writing or Knowledge Management Articles Demonstrated ability to produce clear, structured technical documentation and Knowledge Base Articles in English Experience identifying knowledge gaps and managing a knowledge lifecycle Knowledge of Stakeholder Management and Communication: Ability to draft clear, audience-appropriate communications to technical and non-technical stakeholders Experience managing competing expectations in a multi-team or matrix environmen Desirable Certification: additional ITIL v4 certificates, like ITIL v4 High-velocity IT; ITIL v4 Create, Deliver and Support.

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