Service Management Coordinator

Company 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.

Job Description

• 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, or IT Operations coordination role

Mandatory Certification: ITIL Foundation

ITIL process experience (incl. Service Transition Management):

• Demonstrable hands-on experience with ITIL Service Transition processes (Change, Release & Deployment, Knowledge Management, Service Asset & Configuration Management) in an operational environment — not just theoretical knowledge.

Demonstrable experience with Stakeholder Engagement or Business Relationship Management:

• Proven track record of engaging and aligning business and technical stakeholders in service transition or project-to-operations handover scenarios.

Recent experiences in technical and process document writing:

• Recent experience authoring process documentation and Knowledge Base Articles in English to production standard, including process flows, SOPs, and operational guides.

Demonstrable experience with Service Level Management or Service Level Reporting:

• Demonstrated experience identifying, documenting, and reporting against Service Level Requirements and/or OLAs/SLAs

Knowledge of Service Transition & Operational Readiness:

• Ability to assess project readiness for transition using structured criteria (e.g., SACM baseline, documentation completeness, training sign-off)
• Knowledge of Change, Release, and Deployment Management practices including standard, normal, and emergency change types
• Experience coordinating go-live communications and post-transition stabilisation

Knowledge of Continual Service Improvement:

• Knowledge of CSI frameworks (PDCA, Seven-Step Improvement)
• Ability to identify, define, and track CSIs and relevant KPIs with measurable baselines
• Experience performing gap analysis and producing improvement plans with prioritised actions

Knowledge of Technical document writing or Knowledge Management Articles

• Demonstrated ability to produce clear, structured technical documentation and Knowledge Base Articles in English
• Experience identifying knowledge gaps and managing a knowledge lifecycle

Knowledge of Stakeholder Management and Communication:

• Ability to draft clear, audience-appropriate communications to technical and non-technical stakeholders
• Experience managing competing expectations in a multi-team or matrix environmen

Desirable Certification: additional ITIL v4 certificates, like ITIL v4 High-velocity IT; ITIL v4 Create, Deliver and Support.

Additional Information