Network Service Operations Coordinator

• Ensures the smooth day to‑day operation, coordination, and continuous improvement of network services across the University’s infrastructure environment
• Supports the Network Manager by overseeing service workflows, managing operational processes, coordinating incident and change activities and ensuring that network services remain reliable, secure and aligned to business needs and priorities

• Experience of coordinating IT or network service operations within a medium to large organisation and tracking performance against SLAs/OLAs
• Demonstrable experience of working with network support teams, service desks or NOCs
• Experience in allocating and monitoring work to optimise the performance of a team, including identifying and addressing skills and knowledge gaps
• Experience liaising successfully with multiple technical teams and third‑party suppliers
• Possess strong communication skills, both written and verbal, to clearly convey management information, changes and improvements to network operations practices to a wide range of audiences
• Hands‑on experience of supporting incident, change and problem management processes using ITIL principles
• Understanding of core networking concepts (LAN, WLAN, routing, switching, firewalls, VPN)
• Knowledgeable of security fundamentals (e.g. access control, patching, vulnerability basics, etc.)
• Extensive experience of maintaining documentation, inventories, workflows and operational processes, as well as using a CMDB
• Analytical with strong attention to detail – able to identify and articulate issues to both technical and non-technical audiences

Previous experience or exposure to Service Now (Connect) service management tooling