Service Management Coordinator

As a Service Management Coordinator at Gaming Innovation Group, you will be responsible for a wide range of critical activities including contributing to the overall quality of Service Management deliverables, managing Incident, Change, Release, and Problem Management processes, and analyzing operational performance. Your role will also involve coordinating major incidents, facilitating post-mortem meetings, and ensuring compliance with change management protocols. Additionally, you will develop, track, and report on Service Management metrics to continuously improve service delivery.

To thrive as a Service Management Coordinator at GiG, you should possess strong analytical skills and a deep understanding of IT Service Management processes. Proficiency in Atlassian suite applications such as Jira and Confluence is crucial, along with excellent communication skills, both written and verbal. A team-oriented mindset, innovative problem-solving abilities, and experience in the gaming industry will give you a significant advantage as you work to enhance service delivery within our multidisciplinary team.

Qualified candidates for the Service Management Coordinator role at Gaming Innovation Group should have a Bachelor’s Degree in Computer Science or a related field, along with ITIL Foundation certification or relevant knowledge. At least two years of experience in a large-scale IT environment focusing on Service Management is essential. Experience with Change, Release, Incident, and Problem Management is necessary, and skills in using Atlassian products and Google Workspace apps will greatly benefit your application.

Yes! At Gaming Innovation Group, we understand the importance of work-life balance. We offer a hybrid working model which allows you to work both remotely and in the office. This flexibility is designed to help you thrive personally and professionally while being part of a collaborative and supportive team.

Gaming Innovation Group provides an attractive benefits package for Service Management Coordinators, including great career development opportunities, international health insurance, a health and wellbeing package, and unique perks such as a Birthday Day Off and an additional 'Me Time' day off per year. Plus, enjoy complimentary lunches in the office! We believe in nurturing our team's wellbeing while promoting a fulfilling career.

To effectively prioritize tasks as a Service Management Coordinator, start by assessing the urgency and impact of each task on service delivery. Utilize a matrix to categorize tasks by their importance and the timeline for completion. Communication with team members is key; regularly check in to understand their needs and align your priorities with the overall team objectives.

When answering this question, choose an incident that showcases your problem-solving skills and ability to remain calm under pressure. Describe the situation, the steps you took to analyze the incident, the actions you coordinated with other teams, and how you ensured a successful resolution while documenting the process for future reference.

Discuss your specific experiences with ITIL processes relevant to the role. Give examples by explaining how you've implemented or improved processes like Incident Management or Change Management in your previous roles, including how you used ITIL best practices to streamline workflows and enhance service delivery.

When discussing continuous improvement, emphasize the importance of regularly reviewing service management practices and metrics. Describe how you gather feedback from team members and stakeholders, analyze process performance, and suggest actionable improvements. Providing examples from your previous roles can further demonstrate your approach and commitment to ongoing development.

Share your familiarity with tools like Jira, Confluence, and any other relevant service management tools. Discuss how you've used these tools for tracking incidents, managing change requests, and collaborating with teams effectively. Providing specific examples of how they helped you enhance service management efforts can illustrate your experience.

Focus on your ability to lead and coordinate teams during high-pressure incidents. Explain how you would establish clear lines of communication, assign roles and responsibilities, and ensure that all relevant stakeholders are informed throughout the resolution process. Highlight your skills in documenting the incident for future learning.

Emphasize your communication and interpersonal skills in managing resistance to change. Provide examples of how you’ve approached resistant team members by addressing their concerns, offering support, and fostering open discussions about the benefits of the proposed change. Being empathetic can help facilitate smoother transitions.

Key metrics for measuring service management success include Incident response times, change success rates, SLA compliance, and customer satisfaction scores. Discuss how you would gather data, analyze trends over time, and make recommendations based on those metrics to address areas needing improvement.

Discuss your commitment to fostering a positive team culture by actively listening to your colleagues, offering assistance, celebrating team successes, and promoting inclusivity. Emphasize your belief that a strong team culture leads to better collaboration and ultimately, enhanced service delivery.

Reflect on your passion for the iGaming industry and your admiration for Gaming Innovation Group's commitment to innovation and collaboration. Discuss how GiG’s values align with your professional aspirations and how you can contribute to their mission while growing alongside such a dynamic organization.