ARHS
Public Sector IT
ServiceManagementCoordinator
Neural analysis suggests this role is
optimal for mid candidates.
“Service Management Coordinator at ARHS. Skills: Service Transition, ITIL, Process Management, Stakeholder Management. Lead and maintain Service Transition process documentation. Coordinate transition of projects into ICT Operations”
Industry & Context.
Root cause analysis; Gap analysis; Improvement plans
What They're Looking For.
Must Have
Bachelor's degree, 3 years relevant experience, Working knowledge of English B2+, Minimum 3 years Service Management experience, Minimum 2 years Project Management/Operational Readiness/IT Ops coordination experience, ITIL Foundation Certification, ITIL process experience, Demonstrable hands-on experience with ITIL Service Transition processes, Demonstrable experience with Stakeholder Engagement or Business Relationship Management, Recent experience authoring process documentation and Knowledge Base Articles in English, Demonstrated experience identifying, documenting, and reporting against Service Level Requirements and/or OLAs/SLAs, Ability to assess project readiness for transition, Knowledge of Change, Release, and Deployment Management practices, Experience coordinating go-live communications and post-transition stabilisation, Knowledge of CSI frameworks, Ability to identify, define, and track CSIs and relevant KPIs, Experience performing gap analysis and producing improvement plans, Demonstrated ability to produce clear, structured technical documentation and Knowledge Base Articles in English, Experience identifying knowledge gaps and managing a knowledge lifecycle, Ability to draft clear, audience-appropriate communications, Experience managing competing expectations in a multi-team or matrix environment
Nice to Have
Additional ITIL v4 certificates
What You'll Do.
Lead and maintain Service Transition process documentation
Coordinate transition of projects into ICT Operations
Identify transition risks
Escalate and track resolution with relevant stakeholders
Develop and maintain communication and coordination procedures
and maintain ITSM reporting
Provide analysis and recommend follow-up actions
Support Incident and Problem Management process activities
Contribute to root cause analysis documentation
Identify and drive Continual Service Improvement initiatives
Manage and update ICT process documentation
Ensure documentation currency and quality
How You'll Work.
Team & Collaboration
Operational teams; Business stakeholders; Multi-team environment; Matrix environment
Communication Scope
Process documentation; Knowledge Articles; SOPs; Go-live handover packages; ITSM reporting; Root cause analysis documentation; Improvement plans; Technical documentation; Knowledge Base Articles; Process flows; Operational guides; Service Level Requirements reporting; Improvement plans; Audience-appropriate communications
Process & Methodology
Project Management, Operational Readiness, IT Operations coordination
Full Job Description
Arηs Group, Part of Accenture, specializes in the management of complex public sector IT projects, including systems integration, informatics and analytics, solution implementation and program management. Our team helps lead clients through digital and information systems design, bringing expertise in a variety of areas ranging from software development, data science and security management to machine learning, cloud, and mobile development. Arηs Group was acquired by Accenture in July 2024. * Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices * Coordinate transition of projects into ICT Operations, including readiness assessments, operational acceptance criteria, and go-live handover packages * Proactively identify transition risks, scope gaps, and timeline constraints; escalate and track resolution with relevant stakeholders * Develop and maintain communication and coordination procedures for all service transitions, ensuring operational teams and business stakeholders are aligned * Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management; provide analysis and recommend follow-up actions * Support Incident and Problem Management process activities, contributing to root cause analysis documentation and improvement tracking * Identify and drive Continual Service Improvement initiatives within the Service Transition domain * Manage and update ICT process documentation in the internal document management system; ensure documentation currency and quality ## Qualifications Mandatory: Bachelor's degree plus 3 years of relevant experience. Working knowledge of English B2 or higher Common European Framework of Reference for Languages (self-assessment). Minimum 3 years of experience with Service Management, preferably in the area of Service Transition Minimum 2 years of experience in a Project Management, Operational Readiness,
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