Service Operations Coordinator

The University of Wisconsin-Madison Division of Information Technology (DoIT) is seeking a Service Operations Coordinator to provide IT support and services for departments at UW-Madison. This role involves maintaining high-quality service operations, fostering customer relationships, and performing data analysis to assess service effectiveness. Responsibilities Engaging and communicating with customers on a regular basis Maintaining customer MOUs Coordinating the delivery of customer quarterly reporting Developing and maintaining service metrics Maintaining service level agreements (SLAs) Change Management and Help Desk service coordination Maintaining service documentation Creating, maintaining and improving intake and service delivery processes Evaluating customer requests based on existing roadmap and strategic planning efforts Writing and executing communication plans Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects Assists in the development of strategic planning initiatives and unit objectives for information technology services Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives Skills Demonstrated experience with monitoring and reporting of day-to-day operational activities for one or more defined services Demonstrated ability to manage routine and frequent communications with customers and internal teams Experience using data tools to gather metrics and contribute to routine operational reports that effectively measure service value Experience organizing projects and leading teams through implementation Demonstrated expertise in designing, implementing, and presenting service metrics and customer reporting that effectively measures service value (required qualification for level II) Demonstrated experience monitoring service level agreements (SLAs) and writing Memorandums of Understanding (MOUs) (required for qualification for level II) Working knowledge of IT service management concepts (e.g., ITIL framework) Relevant professional certification (e.g., ITIL Foundation or PMP/project management) Expertise in utilizing data analysis tools (e.g., Power BI, Tableau) Demonstrated experience using methodologies such as kanban, agile or sprint Benefits Generous vacation, holidays, and sick leave Competitive insurances and savings accounts Retirement benefits Company Overview UW–Madison’s Division of Information Technology (DoIT) is the principal locus of the university’s IT operations, providing IT services and support to the university's faculty, staff and students. It was founded in 1994, and is headquartered in Madison, Wisconsin, USA, with a workforce of 501-1000 employees. Its website is