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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong communication and interpersonal skills while effectively managing service delivery and performance reporting. Proficient in supporting service management activities and fostering positive relationships with clients and stakeholders.
Highest-signal resume keywords
Service Level Agreement MonitoringIncident Management CoordinationPerformance ReportingCustomer Service ExperienceITIL Principles Awareness
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service ManagementPerformance Data AnalysisChange ManagementProblem ManagementOperational Process Support
Soft Skills
Strong Communication SkillsAttention to DetailProactive Problem SolvingOrganizational SkillsTeam Collaboration
Certifications & Qualifications
SC Eligible
Industry Keywords
Key Performance IndicatorsContinuous ImprovementStakeholder CommunicationService TransitionCustomer Experience
About the role
Key responsibilities & impact- Support the delivery of IT and business services to agreed service levels
- Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Assist with coordination of incident, problem, and change management activities
- Support service review and governance meetings
- Produce service reports and performance updates for stakeholders
- Communicate with clients, delivery teams, and internal stakeholders
- Escalate issues and risks where appropriate
- Assist in identifying opportunities for service improvements
- Support service transition and operational change activities
- Build positive working relationships with clients, suppliers, and delivery teams
- Contribute to continuous improvement initiatives that enhance customer experience and service performance
Requirements
What you’ll need- Strong communication and interpersonal skills
- Excellent organisation and attention to detail
- Customer-facing or customer service experience
- Ability to manage multiple tasks and priorities
- Proactive approach to problem solving
- Strong willingness to learn and develop
- Comfortable working with a range of stakeholders
- Ability to work independently and as part of a team
- Understanding of Service Management or Service Delivery concepts desirable
- Awareness of ITIL principles desirable
- Experience producing reports or analysing performance data desirable
- Experience supporting operational or business processes desirable
- Must be SC Eligible
- Minimum of five years' UK residency
- No gaps of more than 30 consecutive days outside of the UK during that five-year period
- Located in Newcastle (maximum 1 hour commute) or willing to relocate
Benefits
Comp & perks- Starting salary of £26,700 with pay reviews at 6 and 12 months based on performance
- Pathway to a potential permanent role with our client after 18 months
- A supportive environment focused on your development
- Exposure to real projects and programmes
- Ongoing mentoring and guidance from experienced professionals
- Training and development to further strengthen your BA skillset
- Work on impactful projects and progress into more senior roles
- A team environment that values knowledge sharing and continuous improvement
- Competitive salary and benefits package
- Relocation budget provided