Managed Services Coordinator

About the role

Reporting to the Head of Services, the Managed Services Coordinator will ensure smooth operation of the Managed Services and customer support functions. The role blends customer service, operational coordination and continuous improvement, with a focus on automation and AI‑driven efficiency.

Key responsibilities

• Lead daily operational workflows, maintaining accuracy, consistency and efficiency across the Managed Services function.
• Manage data collection processes, validate information from multiple sources and use it for reporting.
• Monitor service usage trends, flag unusual patterns and proactively escalate issues.
• Own consumables and supplies, including forecasting, supplier coordination and optimisation of ordering cycles.
• Support implementation and ongoing development of digital ordering and automation systems.
• Champion process improvement, identifying opportunities for streamlining, automation and enhanced customer experience.
• Handle customer calls professionally, ensuring swift resolution and high service standards.
• Collaborate with internal teams and third‑party suppliers to maintain smooth operational delivery.

Required profile

• 2+ years experience in service administration, service desk or managed services environment.
• Excellent organisational, time‑management and attention‑to‑detail skills.
• Strong customer‑service focus with a professional telephone manner.
• Proactive, solution‑focused attitude and confidence challenging existing processes.
• Ability to work collaboratively across departments and mentor colleagues (advantageous).

Required skills

• Microsoft Office suite.
• Strong IT literacy with interest in AI, automation and process improvement.
• Experience analysing data and identifying trends.