Service Level and Reporting Coordinator

Permanent - FTC 2 years

Grade 4 - £32,076 - £39,186

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

Job Overview

Are you passionate about Service Level Reporting and Continual Service Improvement?

Birmingham City Council Digital and Technology Services is offering an exciting position as a Service Level and Reporting Coordinator. 

As our Service Level and Reporting Coordinator; you'll be at the forefront of IT Service Level Reporting and Service Improvements through the coordination of the IT service catalogue and provide reporting of analysis and insight to support service design and improvement and the effective management of Service Level Agreements.

What we are about

We are currently transitioning towards a more streamlined and agile approach to delivery, which is an exciting time for our team. Placing our users at the forefront of our delivery process is crucial to creating products and services that effectively address real-life problems. We collaborate across multiple disciplines to co-create, design, and deliver services that positively impact the lives of Birmingham citizens.

The Digital and Technology Services Service Design and Improvement Team is committed to fostering an inclusive and diverse environment that prioritizes the well-being and balance of all team members. We aim to support our team by empowering them, offering coaching, and providing development opportunities, so they can reach their full potential.

What you will do

• Assist the IT Service Design and Improvement Lead by coordinating the IT service catalogue and providing analysis and reports to support service design, improvement, and SLA management.
• Coordinate Customer Satisfaction Surveys and use insights for continuous service improvements.
• Manage continual service improvements for IT processes and services, providing analysis and reports to inform design improvements, and maintaining an accurate Service Catalogue.
• Provide administrative support to monitor, analyse, and report on IT Service Management processes, Operational Level Agreements, and Underpinning Contracts.

As a Service Level and Reporting Coordinator you will:

• Support the management of service design, improvement, and service level activities, aiding programs and projects in transitioning new or changed services to steady state operations.
• Assist in managing the design process for new or changed services, ensuring SLAs, ITSM processes, OLAs, Underpinning Contracts, and reporting are in place to meet business needs and deliver OKRs and KPIs.
• Undertake continual service improvements to achieve business objectives, support product and service design improvements, resolve issues, and manage risks, blockers, and dependencies.
• Integrate service design and improvement processes into broader digital, data, and technology governance, provide standardised SLA reports, analysis, dashboards, and updates to stakeholders, and manage expectations.
• Support service design and improvement meetings, document risks and issues, and ensure mitigation plans are in place.
• Maintain service design criteria, work with service managers to integrate new and changed products and services into operations processes.
• Monitor SLAs to ensure business needs and contractual obligations are met, using insights for continual service improvement.
• Attend service review meetings to ensure continual service improvement and design optimisation.
• Contribute to the enhancement of service design and improvement processes, driving continual service improvement within Service Management.
• Enforce and follow procedures, maintain service design information, and uphold support and security policies.
• Exemplify organisational values, fostering a high-trust, empowered, and inclusive environment where teams and individuals thrive

We will support you with 

• An environment that values curiosity, autonomy and working in the open 
• An engaged and supportive leadership with a clear vision 
• Training and development opportunities to help you progress and be the best you can be 
• An inclusive workplace committed to reflecting the public we serve 
• A benefit package designed to promote a great work life balance 
• Exposure to all digital and technology teams and services areas across the council

About us

This is an exciting time to be joining Birmingham City Council’s Digital and Technology Services Department. We are Europe’s largest local authority, and with unprecedented investment in people and digital, a solid strategy, empowering leadership and a newly redesigned service to get behind, we are building digital services centred on the needs of our citizens, business and communities that will deliver on Birmingham’s bold ambitions for the city of today and tomorrow.

We are a multidisciplinary team at the heart of transforming public services for the UK’s second largest city. We create, develop, deliver and operate an exceptionally diverse range of services that have a direct impact on improving the lives of 1.2m residents every day.

We are embracing and promoting a truly digital, human centred approach for the whole organisation, underpinned by collaboration, openness and innovation. We take advantage of unparalleled access to data, doing things at scale and using technology creatively to re-imagine the way services are delivered and build the digital council of the future.

You must upload a CV and  Supporting Statement via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your CV or Supporting Statement, your application will not be considered. 

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

Closing date: 6th October 2024 at 23:59

For any informal enquires please contact: phil.a.giann@birmingham.gov.uk

We welcome applications from people with caring responsibilities and flexible working options will be considered.

A Disclosure and Barring Service (DBS) check may be undertaken

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Job Description and Person Specification: Service Level and Reporting Coordinator Gr4 JDPS.docx