Service Operations Coordinator
The University of Wisconsin-Madison Division of Information Technology (DoIT) is seeking a Service Operations Coordinator to provide IT support and services for departments at UW-Madison. This role involves maintaining high-quality service operations, fostering customer relationships, and performing data analysis to assess service effectiveness.
Responsibilities
- Engaging and communicating with customers on a regular basis
- Maintaining customer MOUs
- Coordinating the delivery of customer quarterly reporting
- Developing and maintaining service metrics
- Maintaining service level agreements (SLAs)
- Change Management and Help Desk service coordination
- Maintaining service documentation
- Creating, maintaining and improving intake and service delivery processes
- Evaluating customer requests based on existing roadmap and strategic planning efforts
- Writing and executing communication plans
- Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects
- Assists in the development of strategic planning initiatives and unit objectives for information technology services
- Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns
- Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives
Skills
- Demonstrated experience with monitoring and reporting of day-to-day operational activities for one or more defined services
- Demonstrated ability to manage routine and frequent communications with customers and internal teams
- Experience using data tools to gather metrics and contribute to routine operational reports that effectively measure service value
- Experience organizing projects and leading teams through implementation
- Demonstrated expertise in designing, implementing, and presenting service metrics and customer reporting that effectively measures service value (required qualification for level II)
- Demonstrated experience monitoring service level agreements (SLAs) and writing Memorandums of Understanding (MOUs) (required for qualification for level II)
- Working knowledge of IT service management concepts (e.g., ITIL framework)
- Relevant professional certification (e.g., ITIL Foundation or PMP/project management)
- Expertise in utilizing data analysis tools (e.g., Power BI, Tableau)
- Demonstrated experience using methodologies such as kanban, agile or sprint
Benefits
- Generous vacation, holidays, and sick leave
- Competitive insurances and savings accounts
- Retirement benefits
Company Overview