Project and Service Operations Coordinator

JOB DESCRIPTION:

The Role
We are looking for a Project and Service Operations Coordinator to work as part of the team that oversees the project and managed service delivery areas of our business. This pivotal role in our company will provide the successful candidate with the opportunity to gain broad exposure to our business operations, while making a significant contribution to client satisfaction and our ongoing growth and development.

 

The Work
The responsibilities of this role span project and service operations:

Project Operations

  • Project Initiation – Ensuring that all required project documentation and approvals are in place for client projects to commence
  • Project Status Oversight – Regular review and reporting of project progress versus plans and budget
  • Change Management – Ensuring that changes are approved and implemented in compliance with change policy

Service Operations

  • Service Reporting – Preparation of monthly service performance documentation and data for clients
  • Team Utilization – Preparation of regular reports of team utilization and chargeability
  • Client Billing – Preparation of client billing data for use in monthly invoicing process
  • Compliance Oversight – Ensuring the team performs required risk control and compliance activities in a timely and consistent manner

 

The Person

  • You are administratively strong and organized: You are comfortable managing your time across multiple priorities and take professional pride in remaining in control of your various work activities
  • You are quality-oriented: You become personally invested in producing high quality work. You also have a talent for spotting quality concerns in the work of others
  • You are enthusiastic about technology: You are comfortable learning how to use new software and enjoy continually expanding your vocabulary of technical terms and concepts
  • You are flexible, adaptable and comfortable with change
  • Courageous and action-oriented – someone who steps forward and gets ‘stuck in’
  • You’ve a sense of humour and a positive outlook on life.

 

The Must-have Skills

  • You have previously worked in an operational, service or project coordination role in a high-paced environment
  • You have worked with MS Excel and are able to perform basic data analysis and produce reports that are well structured and professionally presented
  • You have worked with MS Word and are able to prepare operational documents (e.g. procedures, service reports and status reports) that are well-structured and professionally written
  • You communicate clearly and concisely in written and spoken English
  • Your style of interacting with fellow-team members and management builds their trust and gains their respect. You are friendly but can be firm too when needed
  • You are a creative problem solver who can identify and implement solutions to operational issues as they arise. You can look at an operational procedure or activity and identify ways to improve it
  • You have the judgement to know when to escalate a risk or issue to management

 

The Nice-to-have Exposures

  • You have previous experience in a consulting, managed service provider or information technology company
  • You hold a project management (e.g. Prince2) or service management (e.g. ITIL) qualification
  • You have previous experience of delivering staff training or presentations
  • You have experience with the following software packages (or similar): Freshdesk, ZenDesk, ServiceNow, Jira, Confluence, MS Visio, MS Powerpoint