Description:
We are seeking a dynamic and experienced IT Project Coordinator to oversee the delivery and performance of IT services across the organization. This role is critical in ensuring operations, effective client management, adherence to IT Service Management (ITSM) best practices, and the successful delivery of IT projects. The ideal candidate will act as a bridge between IT and the business, ensuring service excellence and continuous improvement.
Key Responsibilities:
- Oversee the IT service delivery function, ensuring services consistently meet or exceed established SLAs and KPIs.
- Plan, coordinate, and monitor IT projects from initiation to closure, ensuring timely delivery and stakeholder satisfaction.
- Implement, manage, and optimize ITSM processes, ensuring adherence to ITIL frameworks.
- Serve as the primary point of contact for internal departments and external clients, fostering strong professional relationships and ensuring high service quality.
- Coordinate with cross-functional teams to ensure seamless delivery of IT initiatives aligned with business goals.
- Supervise service desk operations, including incident, request, and change management, ensuring prompt and effective resolution.
- Develop and maintain technical and procedural documentation, including SOPs, SLAs, OLAs, and knowledge base materials.
- Conduct regular service reviews with key stakeholders to track performance, identify gaps, and drive continuous improvement.
- Manage vendor and third-party service relationships, ensuring compliance with contractual obligations and service standards.
- Identify risks, assess potential impacts, and implement mitigation plans to maintain service continuity.
- Support audit and compliance activities, ensuring that all IT processes meet regulatory and internal policy standards.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- 1+ year of proven experience in IT service delivery, project coordination, or client management.
- Demonstrated success in managing cross-departmental communication and coordination for IT projects.
- Strong command of English (verbal and written) with the ability to communicate effectively across global teams and diverse stakeholders.
- Proficient in MS Office (Word, Excel, PowerPoint) and general business applications.
- Excellent organizational, analytical, and multitasking skills with sharp attention to detail.
- Flexible and adaptable, capable of managing shifting priorities, time zones, and occasional extended hours or on-call responsibilities.
- Strong leadership and interpersonal skills, with the ability to influence and collaborate effectively across teams.