Service Delivery Coordinator


Full Time Mid-level / Intermediate

Service Delivery Coordinator

Hybrid Working ( Reading/ Remote) 

Agilisys is the UK's most innovative IT and business process service provider, transforming the way our clients deliver services to their customers through the use of strategic, affordable, shared service platforms. Working for both the public and private sector, we have earned a strong reputation and hold deep domain expertise within local government, travel and tourism, retail financial services and healthcare.

Purpose of the role

  • As part of a key partnership contract, assist the Service delivery manager (SDM) with delivery of services related to the IT services end user workstation contract and ensuring the operational requirements of the business and supplied customer contract and where applicable cover services remotely at other sites if required
  • To monitor the performance of services provided by external and internal service providers as agreed in relevant SLAs, KPI’s and contract requirements and ensure that the service levels are achieved and customer satisfaction is maintained.
  • To drive service improvement and satisfaction under SDM guidance and CSIP
  • To provide operation guidance to onsite team
  • To ensure all deliverables are standardised, process driven and repeatable.
  • To ensure quality and control

Success in this role will be demonstrated through being a positive and active team player in the Agilisys IT delivery team, working within the ITIL best practice methodologies of delivering IT Services from in-house and supplier provided services as a seamless deliverable from Agilisys to the users.  The role requires the ability to be pro-active, develop, grow and nurture positive relationships with both with customer and Agilisys internal teams providing timely information and customer improvement.


Key Involvements & Responsibilities 

  • Contractual KPI’s monitoring, reporting and trend analysis.
  • Oversee on-site and external Agilisys team co-ordination
  • Major Incident co-ordination and resolution reporting
  • Problem management co-ordination
  • Call trends and IT process monitoring
  • Service Transition and bring into service co-ordination
  • Process review and improvement
  • Service Catalogue Management
  • SLA, OLA monitoring and reviews
  • Document and process creation
  • Quality and control
  • Customer service improvement
  • ISO/ITIL Compliance
  • Assist service improvement and cost reduction/efficiency initiatives


The role is predominantly office based in Reading but may require very occasional travel to other client or Agilisys locations. The role may also require occasional evening or weekend work to oversee planned activities such as office moves or upgrades.

Major Job Challenge(s)

  • Build effective internal team relationships
  • On-going service improvements to meet ever increasing customer expectation
  • Fast moving business and IT environment
  • Customer demand v contractual provision


Knowledge, Skills & Experience

  • Experience of working in an IT discipline or contractual service environment
  • ITIL service delivery qualification foundation level
  • Experience of working in an IT Service management capacity or related IT role or ability to demonstrate relative experience and ability to quickly grow into the position
  • Good general understanding of IT process and principles


  • ITIL intermediate qualification within service operations
  • Knowledge of working in public sector



  • Logical, methodical and structured approach
  • Results orientation, deadline driven
  • Effective time management
  • Ability to prioritise
  • Effective communication skills, both written and 1:1.
  • Organised

Specific Competencies:

  • Service focus
  • Team work
  • Organisation
  • Attention to detail
  • Problem solving
  • Communication skills.


What’s in it for you?

Agilisys is an employee owned organisation that delivers success through innovation, working with public sector partners to help them transform services that make a real difference to millions of people across the UK. We are one of the UK's most innovative IT services providers, delivering transformation through a suite of world-class citizen-centric technology products as well as centres of operational excellence around the UK.

At Agilisys, we are passionate about people who are passionate about technology and digital disruption. We pride ourselves on our integrity towards our colleagues and our clients and strive to be the transformation and operating partner of choice to the public sector.

We are collaborative in the way we work, and our agile and fast paced environment poses many opportunities for exposure to new technologies and ways of working. As an Employee Owned business, our people are our main asset, and everyone has a real say in the direction that the business is heading

In addition to salary, training and a wonderful office environment, we offer the following corporate benefits:

  • Pension Scheme
  • Health Insurance
  • Being an Employee Owner as part of the Employee Owned Trust, you can make a difference in the future of our organisation.
  • Life Assurance
  • Flexible working
  • Access to exclusive discounts and offers with a variety of retail providers through Agilisys “Perks at Work” scheme.

Agilisys operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.



Job perks/benefits: Flex hours Health care Insurance
Job region: Europe
Job country: United Kingdom
Job stats:  1  0  0
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