Outsourced IT Services Coordinator

Join the Luminor team to build a contemporary and entrepreneurial organization!

Outsourced IT Services Coordinator

  • Job type: ,
  • Location: Vilnius or Talinn
  • Application deadline: 31/05/2019



The purpose of the IT Services Coordinator role is to oversee and ensure stable IT service(s), provided by our partners (IT outsourcing companies) delivery, proper incident escalation and resolution, capacity management, change management and continuous service improvement initiatives. This role is both strategic and tactical in nature by combining both business relationship and service delivery management key responsibilities. IT Services Coordinator role is closely related to Service Delivery Management, but with an extra focus on working with 3rd parties. Successful Coordinator develops and maintains strong stakeholder and solution provider relationships built on trust, delivery performance, proactive communications, and thought leadership.

Key responsibilities:

  • General accountability for the managed outsourced service(s) end-to-end delivery
  • Build and maintain strong relations with Service Owner (Product Owner) and other stakeholders
  • Participate in preparation and negotiation of SLRs, SLAs, OLAs, and third party/external contracts
  • Maintain Service Catalogue in operational level
  • Participate in identifying Business and IT Requirements for SLAs (SLR)
  • Maintain SLAs, OLAs, and third party /external contracts
  • Make Process measurements in SLAs, OLAs, and third party/external contracts
  • Organize Service Review meetings with Business Service Owners
  • Service level reporting to IT and to Business Management
  • Collect feedback and Communicate with stakeholders
  • Process review with Process Managers
  • Act as CSI Manager, Manage Service Improvement Plan

 Additional responsibilities:

  • Focus on continual service improvement through identifying enhancements to current processes and procedures, proactive learning, sharing information and updating the knowledge repository to exceed customer expectations


  • Advanced English: fluent in any spoken and written communication
  • 2+ years in IT service delivery (SLM, SDM, incident, problem, project management roles)
  • Track record of dealing with complex stakeholder demands in close collaboration
  • Good ITIL knowledge (Service Strategy in particular). Certification would be a bonus
  • Confident to deal with demanding customers and positively influence them
  • Excellent telephone and email manner
  • Negotiation and presentation skills


  • Showing initiative and high-level of responsibility
  • Extraordinary service orientation
  • A good communicator
  • A problem solver
  • Calm under pressure
  • A methodical mind
  • Details oriented
  • Having high ethical standards, integrity, good reputation and a commitment to best practices
  • Showing initiative and high-level of responsibility