ITSM- Service Coordinator
Location: Sheffield, UK (or Duiblin, IE). Hybrid
Overview
The Service Coordinator is responsible for overseeing the end-to-end Request Fulfilment process within the IT Service Management (ITSM) function.
This role ensures that all service requests are logged, prioritised, routed, and fulfilled and efficiently in accordance with ITIL best practices.
The Service Coordinator acts as a key liaison between Account Managers, Technical Teams, Customers, and the business to ensure a seamless and user-focused service experience.
What you'll do:
Request Fulfilment Management
* Own and manage the complete Request Fulfilment lifecycle.
* Ensure all service requests are logged accurately and processed within agreed SLAs.
* Maintain and optimise request models, workflows, approvals, and fulfilment procedures.
* Continuously review and improve the service request catalogue to enhance user experience.
Operational Excellence
* Monitor daily request queues and coordinate fulfilment across our consultants.
* Identify bottlenecks, recurring issues, and opportunities for improvement.
* Develop and implement KPIs and performance metrics for request processing.
* Perform regular quality checks on requests submitted by Account Managers
Stakeholder Collaboration
* Work closely with Account Managers, Consultants and the customer to ensure smooth request delivery.
* Engage with Practice Leads and Account Managers to ensure catalogue items reflect our current service offerings.
* Coordinate escalations to ensure timely resolution.
Governance & Compliance
* Ensure all request processes adhere to ITIL and organisational governance
frameworks.
* Maintain accurate documentation of request procedures, SLA commitments,
and standard operating models.
* Support audits and reporting requirements.
Continuous Improvement
* Analyse trends and produce reports on request volumes, completion times, SLA achievements, and customer satisfaction.
* Recommend improvements based on data insights and account manager/customer feedback.
* Drive the implementation of automation, self-service enhancements, and catalogue optimisation.
Skills and experience you'll need:
* Understanding of ITIL v3 and above, particularly Request Fulfilment, Incident, and Change Management.
* Experience working in an ITSM environment (ServiceNow, Ivanti, Remedy, Jira Service Management, Halo etc.).
* Proven ability to manage high-volume service requests in a fast-paced environment.
* Excellent analytical, organisational, and problem-solving skills.
* Strong communication and stakeholder management abilities.
Desirable (Not essential)
* ITIL Foundation Certification (v3 or v4).
* Experience building or managing service catalogues.
* Experience with HALOPSA.
* Knowledge of IT environments (infrastructure, cloud, security, apps).
Key Attributes
* Customer-focused mindset.
* Proactive and process-driven.
* Strong attention to detail.
* Comfortable working independently or as part of a team.
Why this is a great opportunity
* Join at a key moment as the business prepares for significant growth
* Strong progression opportunities into Project Management, Service Management, or IT Operations
Who we are
Threatscape is an award‑winning cybersecurity consultancy, trusted by leading organisations and partnered at the highest level with top‑tier vendors including Microsoft, Broadcom/Symantec, Palo Alto Networks, Vectra, Wiz and others.
Renowned for delivering services of exceptional quality, we pride ourselves on our technical expertise and client‑first approach. We've recently partnered with an investor to accelerate our growth.
Job Types: Full-time, Permanent
Pay: €28,000.00-€35,000.00 per year
Benefits:
* Bike to work scheme
* Employee assistance program
* Private dental insurance
* Private medical insurance
* Work from home
Work Location: Hybrid remote in Dublin 18