IT Service Delivery Coordinator

Purpose

Reporting to Head of IT, the IT Service Delivery Coordinator is responsible for assisting with the management and coordination of IT services provided by 3rd party service providers. This role involves monitoring of service delivery processes, managing and keeping a register of all datasets flowing through 3rd parties, helping to resolve issues, and maintaining strong relationships with stakeholders. Assistance with the compilation and periodic review of IT & Information Security related policies and procedures will also be a requirement. The IT Service Delivery Coordinator shall have strong communication skills to support all our suppliers and business relationship management.

Responsibilities

Assist with the monitoring and management of the delivery of IT services to various departments.
Manage a register of IT 3rd party providers.
Manage data security – understand data mapping and ensure data classification are correctly labelled
Manage Information Security certifications (Cyber Essentials/ ISO27001) life cycle – ensure compliance to ISO27001 documentation and records management requirements
Assist in the preparation and execution of internal and external information security audits
Collaborate with cross-functional teams to remediate identified vulnerabilities and improve information security controls.
IT Outsourcing & 3rd party suppliers record keeping – Ensure following key documents are kept up to date
Monitor and maintain 3rd party SLAs and KPIs, providing regular performance reports to management.
Assist in maintaining inventory records and documentation for equipment
Implement a system to manage a register of all datasets following through 3rd party IT providers.
Work with data protection officer to ensure satisfactory procedures are in place.
Maintain data asset register and access logs
Assist with resolution of IT service issues, handling of escalations, and management of conflicts
Attend regular service review meetings with stakeholders
Assist with compilation and periodic reviews of IT & Information Security related policies and procedures.
Assist with IT project implementations
Develop and implement service delivery processes to improve efficiency and effectiveness
Ensure that Business Continuity and Disaster Recovery documentation is maintained and reviewed regularly, and DR testing is carried out as required.

Qualifications

The successful candidate will require to have a bachelor’s degree in information technology or a related field
2 years’ experience in similar roles is an advantage
Proficiency in MS office is required
Knowledge of ISO27001 is an advantage
Knowledge of data protection is an advantage
Keen interest in continuous self- development
Ability to work on multiple tasks and varying tasks daily