Service Operations Coordinator jobs in United States
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Universities of Wisconsin · 6 hours ago

Service Operations Coordinator

positionMadison, WI
timeFull-time
remoteHybrid
seniorityEntry, Mid Level
money$80K/yr - $130K/yr

The University of Wisconsin-Madison is a leading institution providing IT support and services for its campus community. The Service Operations Coordinator will be responsible for maintaining high-quality service operations, ensuring effective communication with customers, and analyzing service metrics to assess effectiveness.

Higher Education
badNo H1Bnote

Responsibilities

Engaging and communicating with customers on a regular basis
Maintaining customer MOUs
Coordinating the delivery of customer quarterly reporting
Developing and maintaining service metrics
Maintaining service level agreements (SLAs)
Change Management and Help Desk service coordination
Maintaining service documentation
Creating, maintaining and improving intake and service delivery processes
Evaluating customer requests based on existing roadmap and strategic planning efforts
Writing and executing communication plans
Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects
Assists in the development of strategic planning initiatives and unit objectives for information technology services
Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns
Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives

Qualification

Data analysisCustomer relationship managementProject managementIT service managementService metrics reportingChange managementCommunication skillsCollaboration skillsInterpersonal skills

Required

Demonstrated experience with monitoring and reporting of day-to-day operational activities for one or more defined services
Demonstrated ability to manage routine and frequent communications with customers and internal teams
Experience using data tools to gather metrics and contribute to routine operational reports that effectively measure service value
Experience organizing projects and leading teams through implementation
Demonstrated expertise in designing, implementing, and presenting service metrics and customer reporting that effectively measures service value (required qualification for level II)
Demonstrated experience monitoring service level agreements (SLAs) and writing Memorandums of Understanding (MOUs) (required for qualification for level II)

Preferred

Working knowledge of IT service management concepts (e.g., ITIL framework)
Relevant professional certification (e.g., ITIL Foundation or PMP/project management)
Expertise in utilizing data analysis tools (e.g., Power BI, Tableau)
Demonstrated experience using methodologies such as kanban, agile or sprint

Benefits

Generous vacation, holidays, and sick leave
Competitive insurances and savings accounts
Retirement benefits

Company

Universities of Wisconsin

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13 universities. 1 mission. To make Wisconsin...Future Ready. For All.
dateFounded in 1971
location
Madison, Wisconsin, USA
people-size10001+ employees
web-link
https://www.wisconsin.edu/

Funding

Current Stage
Late Stage
Total Funding
$7M
Key Investors
Alfred P. Sloan Foundation
2019-01-01Grant· $7M

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