Service Request Coordinator (ITIL)

TL;DR

Service Request Coordinator (ITIL): Providing support for service management functions including Change and Configuration, Service Transition, and Reporting for the Devon and Cornwall Police Managed ICT Contract with an accent on change lifecycle control and process improvement. Focus on validating Minor Change Requests, monitoring change mailboxes, and ensuring minimal disruption to IT services.

Location: Exeter, UK. Must be UK resident for 5+ years to obtain SC NVPP3 clearance. Hybrid model (3 days onsite, 2 days flexible).

Company

BT is a global technology company and pioneer in telecommunications, dedicated to using communications to make a better world through innovation and inclusion.

What you will do

• Support functional areas of Service Management for the Devon, Cornwall, and Dorset Managed ICT Contract.
• Minimize the number and impact of incidents upon the customer's service through effective support functions.
• Identify and implement process improvements across all service aspects.
• Coordinate Change Management, including reviewing and validating Minor Change Requests and monitoring mailboxes.
• Participate in onboarding new business into the team.
• Maintain required security clearance for contractual and governance compliance.

Requirements

• UK residency for 5+ years (mandatory for SC NVPP3 clearance).
• Knowledge and experience of ISO 20000:2018 Standards.
• Experience working within an ITIL-conformant organization.
• Proven ability to influence and persuade clients and stakeholders.
• Strong interpersonal and communication skills for interaction at all organizational levels.
• Ability to work independently as a self-starter.

Culture & Benefits

• BT Pension scheme with 10% employer contribution.
• Equal family leave (18 weeks full pay, 8 weeks half pay).
• Enhanced women's health support, including menopause and cancer screenings.
• 22 days annual leave plus bank holidays.
• 24/7 private virtual GP appointments for UK colleagues.
• World-class training and development opportunities.