Business and Operations Coordinator
Salary: $75,000 – $95,000 per year
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