Service Management Coordinator

Responsibilities

• Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices
• Coordinate the 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, escalating and tracking resolution with stakeholders
• Develop and maintain communication and coordination procedures to ensure alignment between operational teams and business stakeholders
• Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management
• Support Incident and Problem Management activities, contributing to root cause analysis and improvement tracking
• Identify and drive Continual Service Improvement (CSI) initiatives within the Service Transition domain
• Manage and update ICT process documentation in the internal management system to ensure quality and currency

Requirements

• Bachelor's degree and at least 3 years of relevant experience
• Minimum 3 years of experience in Service Management, specifically within Service Transition
• Minimum 2 years of experience in Project Management, Operational Readiness, or IT Operations coordination
• ITIL Foundation certification is mandatory
• Proven experience with ITIL processes such as Change, Release & Deployment, and Knowledge Management
• Strong technical and process documentation writing skills in English (B2 proficiency or higher)
• Demonstrated experience in stakeholder engagement and aligning business and technical teams
• Experience with Service Level Management, including reporting against SLAs and OLAs

Preferred Qualifications

• Additional ITIL v4 certifications (e.g., High-velocity IT, Create, Deliver and Support)
• Experience with CSI frameworks such as PDCA or the Seven-Step Improvement method

About the Company

Arηs Group, Part of Accenture, specializes in the management of complex public sector IT projects, including systems integration, informatics, analytics, and program management. We help clients navigate digital transformation through expertise in software development, data science, security management, cloud, and mobile development.