Business and Operations Coordinator

About the role

The Business and Operations Coordinator is responsible for organising business operations, service management administration, reporting, process governance, and operational activities that support the delivery of managed services. Using ITIL 4 as a guide, the role helps ensure people, processes, suppliers, information and technology are aligned to deliver reliable, measurable and customer-focused service outcomes. The position acts as a central coordination point between customers, technical teams, suppliers, finance, and management. The role supports operational visibility, consistent service communication, disciplined administration, and continual improvement across the business.

Key responsibilities

• Support the operation of ITIL 4-aligned service management practices across the business

• Coordinate routine operational activities across service delivery, administration, procurement, renewals, finance support, and management reporting

• Maintain operational registers including customer information, supplier details, contract dates, license renewals, asset records, and action trackers

• Prepare monthly operational reports, service performance summaries, customer review packs, and management dashboards where required

• Track KPIs, SLA performance, backlog movement, open risks, renewals, action items, and continual improvement activities

• Coordinate supplier quotes, procurement requests, purchase approvals, delivery status, and customer-facing updates

• Act as a professional coordination point for customers, internal teams and suppliers where administrative or operational follow-up is required

• Work with the Service Delivery Manager to monitor ticket queues, service requests, incidents, escalations, SLA status, and operational follow-up actions

• Assist with incident, service request, problem and change coordination by ensuring ownership, updates and required actions are visible

• Help maintain the service catalogue, process documentation, ticket templates, workflow notes, and customer communication standards

About you

• Experience in business operations, administration, service coordination, customer service, or related roles

• Understanding IT service management concepts including incidents, service requests, SLAs, problem trends, changes, and continual improvement

• Ability to maintain accurate operational data across PSA, documentation, procurement, reporting, and customer systems

• Strong written communication skills for customer updates, internal notes, reports, action registers, and operational documentation

• Highly organised with strong attention to detail and follow-through

• Professional and customer-focused communication style

• Ability to manage competing priorities in a small MSP environment

• Excellent written and verbal communication skills

• Valid Australian Driver's License

Benefits

• ITIL 4 Foundation certification or willingness to obtain

• Experience with ConnectWise Manage and IT Glue or similar tools