Serco is searching for an outstanding IT Service Delivery Coordinator to join our corporate IT team in support of our North America operations - (100% Remote). Our Service Delivery Coordinator provides support for the deployment, monitoring, maintenance, upgrade, and support of all cloud and on-premises IT infrastructure systems, including telecommunications, servers, storage, network, operating systems, hardware, software, and end user devices and peripherals. If you are looking to join a team of IT professionals, then Serco has a great opportunity for you!

In this role you will:

• Support Serco's business units though process development and enhancement for our IT Services.
• Utilize process definition and improvement methodologies with a technical foundation to collaborate across cross-functional groups.
• Provide support in the design of IT services, processes, and other aspects of IT Service Management (ITSM) including Change, Incident, and Problem Management.
• Work with leadership to establish operational priorities, find creative ways to improve upon existing service delivery, and provide solutions that deliver a positive impact to the business.
• Assist with auditing of various process and procedures to ensure compliance with various standards.
• Utilize Knowledge Management best practices to ensure that documentation is search-able, relate-able, and easily updated.
• Work with Central IT Corporate Service Delivery Manager to ensure consistence of process and procedures and conformance across all lines of business.
• Manage the delivery of high-quality service & support for Production Operations.
• End to end operational focus - Application, Infrastructure, Network, End User Support and Quality, Incident, and Problem & Service Level Management processes.
• Assist with Change Control, Problem and Knowledge Management processes.
• Supports escalation requests second level support.
• Diagnose and formulate remediation plan arising from critical production issues and outages.
• Provide SME technical support to second level production support team.
• Developing and implementing processes for collecting data from clients on their satisfaction with service delivery.
• Working with staff members to develop new policies or procedures to improve service delivery efficiency.
• Identifying and analyzing problems in service delivery processes that may hinder the success of other departments within the organization.
• Responding to client inquiries or complaints in a timely manner to ensure customer satisfaction.
• Reviewing customer feedback to identify trends or patterns that may require further investigation.
• Conducting internal audits to ensure that policies are being correctly applied in all cases.
• Analyze data and metrics to identify process improvement opportunity as well as success of process improvement success.

To be successful in this role you will have:

• U.S. Citizenship required
• Associates Degree in Business or IT
  • Or a High School Diploma/GED with 7 years of relevant experience in lieu of a degree
• 5 years of relevant work experience in IT
• A strong background with ServiceNow
• Excellent interpersonal and communication (written and verbal) skills with the ability to interact with all levels of management

Additional desired experience and skills:

• ITIL v3 or v4 certifications preferred
• Lean Six Sigma Yellow Belt certification preferred

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected].

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.