Service Coordinator (IT Support)

Role : Service Coordinator (IT Support)

Location : Alabang Muntinlupa

Work Type : Hybrid - 3 days onsite in a week

Work Shift : Mid Shift

Job Description:

POSITION PURPOSE

The Service Coordinator provides operational coordination support to the Service Delivery organization. The role coordinates service operations, escalations, initiatives, objectives, action items, and operational commitments across customers, service lines, technical teams, and service leaders. The Service Coordinator helps ensure that priority activities remain visible, assigned, documented, communicated, and progressed to completion.

The position supports Service Delivery Specialists and the Service Delivery Manager through operational governance, escalation coordination, meeting and action management, service reporting, documentation, and follow-up. The role does not own service strategy or final service decisions, but contributes to reliable execution by maintaining accurate trackers, highlighting risks and delays, and coordinating the people and information required to move activities forward.

PRIMARY RESPONSIBILITIES

Service Operations Coordination

• Coordinate day-to-day service activities across technical teams, service lines, customers, and supporting organizations.

• Maintain visibility of operational priorities, commitments, dependencies, risks, and due dates.

• Follow up with assigned owners on pending operational actions and highlight overdue, blocked, or high-risk items.

• Support effective information flow between customers, Service Delivery, technical teams, management, and other stakeholders.

• Coordinate handovers and operational follow-up across regions, shifts, or service teams as assigned.

• Assist in monitoring service operations, ticket trends, backlog, aging items, and recurring concerns using available reports and trackers.

Escalation Coordination

• Monitor active service escalations and maintain an accurate escalation tracker.

• Coordinate escalation calls, working sessions, status checks, and follow-up activities.

• Confirm that actions have clear owners, target dates, status, dependencies, and escalation paths.

• Consolidate status information from technical teams and prepare timely stakeholder updates for review.

• Escalate aging, high-impact, blocked, or insufficiently owned items to the Service Delivery Specialist or Service Delivery Manager.

• Maintain escalation records, decision logs, action histories, and supporting documentation through closure.

Initiative and Objective Coordination

• Coordinate assigned service-delivery initiatives, operational objectives, improvement activities, and action plans.

• Maintain initiative trackers showing scope, milestones, owners, target dates, status, dependencies, risks, and next steps.

• Collect and consolidate progress updates from service owners, team leaders, and technical contributors.

• Identify missed milestones, schedule risks, dependency concerns, and incomplete deliverables and raise them for review.

• Support preparation of updates for governance meetings, service reviews, and management reporting.

• Follow up on agreed objectives and ensure progress and closure evidence are recorded.

Governance, Reporting, and Documentation

• Prepare and maintain operational reports, KPI scorecards, dashboards, action logs, and service-review materials.

• Consolidate service-line updates into clear summaries for Service Delivery Specialists and management.

• Organize service reviews, governance meetings, escalation reviews, and operational forums.

• Prepare agendas, minutes, decision logs, action registers, and follow-up communications.

• Ensure actions from meetings are assigned, tracked, updated, and closed with appropriate evidence.

• Maintain organized repositories for service documentation, reports, agreements, presentations, procedures, and governance records.

• Support document review cycles and ensure current versions are available to authorized stakeholders.

Continual Improvement Support

• Track corrective, preventive, and continual-improvement actions raised by customers, service teams, audits, incidents, and service reviews.

• Assist in gathering metrics, feedback, and evidence needed to evaluate improvement outcomes.

• Support implementation tracking for process, reporting, communication, documentation, and workflow improvements.

• Identify repetitive coordination or reporting tasks that may benefit from standardization or automation.

• Contribute lessons learned and practical suggestions that improve service coordination and operational visibility.

PRIMARY TECHNICAL AND FUNCTIONAL ABILITIES

• Basic understanding of IT service delivery, service operations, escalation management, and shared-services environments.

• Ability to coordinate multiple work items, stakeholders, priorities, and deadlines simultaneously.

• Ability to maintain accurate trackers, action logs, meeting records, reports, and governance documentation.

• Basic knowledge of IT Service Management concepts, including Incident, Problem, Change, Service Request, Knowledge, and Continual Improvement.

• Ability to consolidate operational information and present clear status, risks, delays, dependencies, and next steps.

• Ability to prepare professional reports, presentations, meeting materials, and stakeholder communications.

• Working knowledge of Microsoft Excel, PowerPoint, Outlook, Teams, SharePoint, and related productivity tools.

• Ability to follow established processes, escalation paths, documentation standards, and governance requirements.

SECONDARY TECHNICAL ABILITIES

• Exposure to Data Center and Cloud services, Network services, Employee services, IT Security, ITSM, SAP, or related enterprise technology domains is an advantage.

• Familiarity with ServiceNow, HDA, Jira, Azure DevOps, or equivalent ticketing and work-tracking tools is an advantage.

• Exposure to Power BI, Power Automate, Microsoft Copilot, reporting dashboards, or workflow automation is an advantage.

• Basic understanding of project coordination, service transition, operational readiness, risk tracking, or supplier coordination is preferred.

• Experience maintaining shared documentation, governance calendars, trackers, or operational repositories is an advantage.

BEHAVIORAL ABILITIES

• Strong organizational and coordination skills with disciplined follow-up.

• High attention to detail, accuracy, and documentation quality.

• Clear, professional, and diplomatic written and verbal communication.

• Customer-service orientation and willingness to support service teams and stakeholders.

• Ability to manage multiple priorities and meet agreed deadlines.

• Proactive approach to identifying missing updates, unclear ownership, risks, delays, and dependencies.

• Collaborative and team-oriented working style with the ability to coordinate technical and non-technical stakeholders.

• Ability to remain structured and composed during service escalations and time-sensitive situations.

• Accountability for assigned actions and willingness to escalate when progress is at risk.

• Strong willingness to learn service delivery, ITSM, reporting, governance, and enterprise technology operations.

QUALIFICATIONS

• Bachelor's Degree in Information Technology, Information Systems, Computer Science, Business Administration, Engineering, or a related discipline, or equivalent relevant experience.

• Entry-level experience or up to three years of relevant exposure in service coordination, operations support, project coordination, customer support, administration, service desk, or a similar role is preferred.

• Experience with reporting, meeting coordination, documentation, action tracking, or governance support is an advantage.

• Experience working with distributed or international teams is an advantage.

• ITIL Foundation, project coordination, service management, Microsoft 365, reporting, or related training is preferred but not required.

KEY SUCCESS METRICS

• Timeliness and effectiveness of escalation coordination and stakeholder updates.

• Accuracy and completeness of action, initiative, objective, and escalation trackers.

• Action-item closure rate and follow-up effectiveness.

• Quality and timeliness of operational reports, KPI updates, governance materials, and meeting records.

• Visibility and timely escalation of overdue, blocked, high-risk, or insufficiently owned activities.

• Accuracy, organization, and currency of service documentation and governance repositories.

• Completion of assigned initiative milestones, operational objectives, and improvement actions.

• Quality of coordination across customers, service lines, technical teams, and management.

• Stakeholder satisfaction with communication, follow-up, and operational support.

• Progress in service-delivery, ITSM, reporting, coordination, and governance capability.

Note :

Interested candidates feel free to share your updated resume to [Confidential Information]