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Service Level and Reporting Coordinator

Birmingham City Council, Birmingham

Service Level and Reporting Coordinator

Salary not available. View on company website.

Birmingham City Council, Birmingham

  • Full time
  • Permanent
  • Onsite working

Posted 2 days ago, 20 Jun | Get your application in today.

Closing date: Closing date not specified

Job ref: e1f9efd5ba8044919b3a985dbaf5416f

Location ref: Birmingham

Full Job Description

  • Assist the IT Service Design and Improvement Lead by coordinating the IT service catalogue and providing analysis and reports to support service design, improvement, and SLA management.
  • Coordinate Customer Satisfaction Surveys and use insights for continuous service improvements.
  • Manage continual service improvements for IT processes and services, providing analysis and reports to inform design improvements, and maintaining an accurate Service Catalogue.
  • Provide administrative support to monitor, analyse, and report on IT Service Management processes, Operational Level Agreements, and Underpinning Contracts.
    • As a Service Level and Reporting Coordinator you will:
  • Support the management of service design, improvement, and service level activities, aiding programs and projects in transitioning new or changed services to steady state operations.
  • Assist in managing the design process for new or changed services, ensuring SLAs, ITSM processes, OLAs, Underpinning Contracts, and reporting are in place to meet business needs and deliver OKRs and KPIs.
  • Undertake continual service improvements to achieve business objectives, support product and service design improvements, resolve issues, and manage risks, blockers, and dependencies.
  • Integrate service design and improvement processes into broader digital, data, and technology governance, provide standardised SLA reports, analysis, dashboards, and updates to stakeholders, and manage expectations.
  • Support service design and improvement meetings, document risks and issues, and ensure mitigation plans are in place.
  • Maintain service design criteria, work with service managers to integrate new and changed products and services into operations processes.
  • Monitor SLAs to ensure business needs and contractual obligations are met, using insights for continual service improvement.
  • Attend service review meetings to ensure continual service improvement and design optimisation.
  • Contribute to the enhancement of service design and improvement processes, driving continual service improvement within Service Management.
  • Enforce and follow procedures, maintain service design information, and uphold support and security policies.
  • Exemplify organisational values, fostering a high-trust, empowered, and inclusive environment where teams and individuals thrive

    Are you passionate about Service Level Reporting and Continual Service Improvement? Birmingham City Council Digital and Technology Services is offering an exciting position as a Service Level and Reporting Coordinator. As our Service Level and Reporting Coordinator; you'll be at the forefront of IT Service Level Reporting and Service Improvements through the coordination of the IT service catalogue and provide reporting of analysis and insight to support service design and improvement and the effective management of Service Level Agreements.
    • What we are about We are currently transitioning towards a more streamlined and agile approach to delivery, which is an exciting time for our team. Placing our users at the forefront of our delivery process is crucial to creating products and services that effectively address real-life problems. We collaborate across multiple disciplines to co-create, design, and deliver services that positively impact the lives of Birmingham citizens. The Digital and Technology Services Service Design and Improvement Team is committed to fostering an inclusive and diverse environment that prioritizes the well-being and balance of all team members. We aim to support our team by empowering them, offering coaching, and providing development opportunities, so they can reach their full potential.,
  • An environment that values curiosity, autonomy and working in the open
  • An engaged and supportive leadership with a clear vision
  • Training and development opportunities to help you progress and be the best you can be
  • An inclusive workplace committed to reflecting the public we serve
  • A benefit package designed to promote a great work life balance
  • Exposure to all digital and technology teams and services areas across the council
    • Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached. Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application. For any informal enquires please contact: Resourcing@birmingham.gov.uk, quoting 4380 Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here., Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence. There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:
  • A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
  • An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
  • A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
  • A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
  • A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.
    • We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

    In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.

Direct job link

https://www.jobs24.co.uk/job/service-level-reporting-coordinator-126999997
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