IT Services Coordinator

About One Manchester

One Manchester manages over 12,000 homes across central, south, and east Manchester. Beyond property management, it offers services and community support designed to help people thrive. The organization is driven by HEART values and aims to create inclusive, connected, and sustainable places where residents feel proud to live. One Manchester fosters a collaborative and customer-focused culture aiming to deliver meaningful community impact.

Role Overview

The IT Services Coordinator will assist the IT team by managing change, transition, and service coordination activities. The primary objective is to ensure IT services, systems, and processes are carefully planned, communicated, implemented, and fully integrated into routine business operations. This role involves close collaboration with Operations, Service Desk, and Solutions & Architecture teams to maintain service readiness, clear accountability, accurate documentation, and effective stakeholder engagement.

Key Responsibilities

• Coordinate all IT change and transition efforts while ensuring adherence to governance and IT service management (ITSM) procedures.
• Assist with ensuring service readiness, managing handovers, and supporting the adoption of new, modified, or retired IT services in everyday operations.
• Work alongside IT teams to address risks, dependencies, operational impacts, and support needs.
• Provide timely updates to stakeholders by keeping visible records of changes, releases, and transition plans.
• Support Change Advisory Board (CAB) activities including preparing documentation, conducting impact assessments, and facilitating reviews.
• Ensure that service documentation, knowledge articles, support frameworks, and operational processes are established before service releases.
• Monitor the performance of changes and transitions, identify challenges, and contribute to continuous improvement efforts.
• Advocate consistent use of ITSM practices and help enhance processes, governance, and tools.
• Manage IT Business Partnering engagements, maintain service improvement logs, and aid in departmental planning and delivery.

Candidate Profile

• Practical experience within an IT service management environment, with familiarity in change, release, transition, and service improvement workflows.
• Understanding of ITIL principles alongside ITSM best practices.
• Proven background in supporting IT governance, process improvements, and maintaining operational documentation.
• Knowledgeable in the administration or support of ITSM tools, including workflow management, reporting, and knowledge base maintenance.
• Strong abilities in planning, coordination, and managing diverse stakeholders.
• Experienced in overseeing service readiness, managing handovers, and driving service enhancement initiatives.
• Excellent written and verbal communication, with skills in reporting and comprehensive documentation.
• Competent in Microsoft 365 and familiar with service management reporting applications.
• Adept at building effective relationships with technical teams, vendors, and business stakeholders.
• Self-motivated, organized, customer-oriented, and focused on ensuring successful service implementation and ongoing improvements.

Benefits and Perks

• Starting with 27 days of annual leave, increasing to 30 days after three years’ employment, plus UK bank holidays.
• Opportunity to buy or sell annual leave through a holiday scheme.
• True agile and flexible working options depending on role requirements.
• Generous pension scheme featuring an 11.4% employer contribution via the Smart SHPS DC salary sacrifice plan.
• Supportive policies promoting work-life balance.
• Medica healthcare cash plan including Level 1 cover paid by the employer.
• Access to a 24/7 Employee Assistance Programme.
• Perkbox platform offering access to discounts, benefits, and wellbeing resources.
• Cycle to Work scheme in partnership with Halfords.
• Access to Manchester Credit Union for affordable financial assistance including loans and savings options.
• Support for obtaining professional qualifications including payment of membership fees for relevant bodies.

Diversity and Inclusion

One Manchester is committed to fostering a diverse and inclusive workplace where all individuals feel respected and valued. Applications are welcomed from candidates across all demographics without regard to gender, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

The organization practices the Rooney Rule to promote equal opportunity, aiming to interview at least one ethnically diverse candidate for every role and at least one female candidate for underrepresented Trades and Facilities positions.

Flexible and agile working arrangements are supported wherever possible. Candidates who require adjustments or part-time hours are encouraged to discuss these during the recruitment process.