Service Management Coordinator

Superloop is looking for a Service Management Coordinator to be a part of the Network Operations team, responsible for the review and coordination of our change management process and coordination of service management initiatives and projects. With our focus on Customer Experience, your role within the team will be focused on the implementation and management of our IT Service Management processes such as planned change management, problem management and continuous improvement.

Our Operations unit is the engine room of Superloop – responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.

Exetel’s Colombo office is located in CBD Business Center, Colombo 1, with AEST work hours.

Your Role

As the Service Management Coordinator, you will be responsible for the review and coordination of our change management process and coordination of service management initiatives and projects.

The role will influence customer experience and continuous improvement in how we support our customers. Responsibilities include:

• End to end responsibility for the process of planned IT/ network change management
• Ensure all planned change requests have been correctly submitted, reviewed, and processed in accordance with the Superloop planned change management process
• Facilitate weekly Change Advisory Board (CAB) meetings with key business stakeholders to review upcoming planned change requests.
• Manage the planned change communication process to our customers, including drafting templates and notifications as required
• Manage the technical Problem Management process within Superloop, including drafting processes and documentation where required
• Liaise with all internal areas and businesses to implement process improvements and action items from incident reviews.
• Document post change reviews to understand root cause and exacerbating factors for failed change activities, to manage and contribute to a knowledge base.
• Create and facilitate training sessions on Service Management processes
• Provide guidance to internal stakeholders, as well as the Network Operations Leadership team (including team member feedback) ensuring a culture of Incident and Problem Management is fostered within the business.
• Produce monthly Planned Change, Problem Management and Continuous Improvement reports

About You

• Working knowledge of Telecommunications products and ITSM service management processes.
• ITIL V4 Service Management framework accreditation
• Project management skills.
• Able to time manage and prioritise, particularly under pressure.
• Excellent written and verbal communication skills.
• Technical support background advantageous.
• Excellent relationship management skills.

To Apply

Please submit CV to [email protected] or apply via our LinkedIn page.