Location: Milton Keynes (Hybrid-Role)
Contract Type: Permanent
Employment Term: Full Time
Salary: £28,000-£35,000
Job Description:
Our client, a leading company in the UK that connects and protects the UK’s most critical national services, is seeking a Service Coordinator. They build the network foundations, create communication systems on those networks and keep them optimised, secure and running, all of this in a challenging and changeable environment.
Their people are trusted to build and maintain an exceptionally secure, highly resilient communications infrastructure so that the information and operations of vital services are always available whenever and wherever they are needed.
The company supports organisations operating within the UK’s critical national infrastructure: Government, Defence, Enterprise, Healthcare, Industrial, and Data Centre.
Their values mean everything to them:
- Security that sets them apart: They embed high standards, and a secure mindset, in everything they do.
- Experience and empathy over ego: They prioritise operational needs and are selflessly committed to delivering them.
- Teamwork at all times: They work in partnership, collaborating, learning and adapting as they go.
- Trust built on always delivering: They actively listen, understand the why, and are dedicated to getting the job done.
The Service Coordinator is responsible for providing day to day coordination and administrative support across the Company’s Service Management Office (SMO), operating across both service management and project delivery disciplines. The Service & Project Coordinator supports the smooth running of service operations, project activities, customer requests and internal processes, ensuring priorities and tasks are effectively managed.
Working across internal teams, customers, engineers, suppliers, and stakeholders, the role acts as a key coordination point for service delivery support, project administration, resource planning and operational activities within a fast paced Critical National Infrastructure, (CNI), and Secure environment.
This role supports the consistent, high quality coordination of services, projects and customer engagement as part of the Company’s established centre of service delivery excellence. The Service & Project Coordinator plays an important role in ensuring service operations and project activities are delivered in a structured, efficient and well-governed manner.
The role will support the application of service delivery governance frameworks, standardised processes and controlled ways of working, helping drive consistency, visibility, compliance and performance across the business.
What you will be doing as the Service & PMO Manager:
Service Desk & Customer Coordination
- Act as a central coordination point for internal and external enquiries, ensuring timely, professional and accurate responses.
- Support service desk operation s across core business hours, including call handling, task coordination, ticket updates and issue tracking.
- Build and maintain strong stakeholder relationships through clear communication and effective expectation management.
- Escalate issues, risks or delays to the SMO / PMO Manager where appropriate.
Service & Project Delivery Support
- Provide flexible support across service operations and project delivery activities, including coordination of multi-site rollouts and customer workstreams.
- Maintain visibility of assigned tasks, milestones, risks and commitments to support delivery against agreed timelines and service levels.
- Attend meetings, project reviews and stakeholder calls as required, capturing actions and updates.
- Support mobilisation and delivery activities across both BAU services and project environments.
Planning, Resource & Logistics Coordination
- Coordinate engineering resource activity including scheduling, availability updates, utilisation tracking and timesheet administration.
- Manage logistics, product orders, dispatch and delivery tracking to support efficient execution of works.
- Support workload planning and resource alignment across operational teams.
- Assist with arranging site visits, access requirements and deployment readiness activities where required.
Commercial & Financial Administration
- Support accurate cost control and data integrity across services and projects (e.g. job creation, quotations, sales orders and billing administration).
- Maintain key reports such as utilisation, SLA performance and RAG status updates.
- Ensure financial and operational information is accurately recorded and maintained across systems.
- Support invoice readiness, purchase order tracking and commercial administration tasks.
Systems, Process & Governance
- Maintain and update core business systems, (e.g. Simpro, Sage Intacct, SharePoint, CRM, Smartsheets and finance systems), ensuring data quality and consistency.
- Support compliance with the Company’s processes, governance standards, customer requirements and security protocols.
- Follow documented procedures and contribute suggestions for improving controls, templates and ways of working.
- Promote structured and consistent working practices across service and project activities.
Continuous Improvement & Delivery Excellence
- Identify opportunities to improve processes, efficiency and service quality.
- Support initiatives to enhance delivery capability, reporting and operational performance.
- Promote a “right first time” approach with high standards of accuracy, consistency and professionalism.
- Share ideas and lessons learned to support continuous improvement.
Team & Business Contribution
- Work collaboratively across teams to support a flexible, multi-skilled delivery support function.
- Share knowledge and support colleagues to strengthen overall team capability.
- Undertake ad hoc duties as required to support business needs.
- Act in the best interests of the Company at all times, maintaining professionalism and protecting company interests.
What we are looking for in our Service & PMO Manager:
- ITIL Foundation or awareness of service management principles
- APM (PFQ) or exposure to project coordination environments
- Experience within service desk, operations support, PMO, coordination or administrative roles
- Highly organised with strong attention to detail, able to manage multiple priorities while maintaining accuracy and quality.
- Demonstrates commitment to delivery excellence, meeting deadlines and managing changing priorities effectively.
- Strong collaborative approach, able to work effectively across service and project teams.
- Customer focused with the ability to build professional and credible stakeholder relationships.
- Proactive and adaptable, responding positively to changing priorities and business needs.
- Analytical and numerate, with the ability to work with data, reports and administration tasks.
- Competent in Microsoft 365 tools (e.g. Excel, Teams, Outlook, SharePoint) and able to learn new business systems.
- Strong written and verbal communication skills.
- Self-motivated, reliable, and accountable for delivering tasks to completion.
- Ownership & Accountability
- Proactive Communication
- Collaborative
- Continuous Improvement Mindset
- Quality / Right First Time Focus
Conditions of Employment
- Must have the right to work in the UK
- Must be able to gain BPSS (Baseline Personnel Security Standard) clearance.
- Must be able to gain SC (Security Check) clearance as standard along with any relevant customer specific security clearances that may be required.
For more information or send your CV/Resume, please contact our Service Delivery Manager,
Lucas Smyth at Lucas@icobus.com.