Service Coordinator Full Time NEW

About 9ine:

9ine equips schools to stay safe, secure and compliant. We give schools access to all the expertise they need to meet their technology, cyber, data privacy, governance, risk & compliance needs – in one simple to use platform. Our team of over 80 experts partner with schools to achieve a safer, smarter, and more secure educational future, where technology solutions, risk management, and compliance converge for excellence. Since 2009, 9ine has supported schools around the globe to meet a constantly developing legislation environment, including the introduction of GDPR, and remains future focused on supporting schools with navigating the use of emerging technologies.

Role Description

The Service Coordinator plays a central role in driving end-to-end service delivery across Technical Services and Data Protection, enabling seamless onboarding, efficient scheduling, accurate delivery tracking, and high-quality reporting. Working across both Technical Services and Data Protection, this role coordinates client onboarding, service delivery, and governance controls, driving consistency, quality, and a high standard of service for clients.

As a central point of coordination, the Service Coordinator maintains delivery quality, data integrity, and reliable reporting. The role requires strong organisational capability, keen attention to detail, and the ability to manage multiple priorities in a fast-paced environment, alongside confident communication with both internal teams and client stakeholders. Clear and professional communication is essential, with the ability to convey information effectively both verbally and in writing. This includes engaging with internal teams and client stakeholders, as well as producing accurate, well-structured documentation and reporting.

Responsibilities

You will be responsible for:

• Owning and maintaining end-to-end service delivery workflows, ensuring onboarding, scheduling, assessment scheduling, delivery tracking, and reporting activities are completed accurately and on time across Technical Services and Data Protection portfolios.
• Executinge and quality-assuring client onboarding activities, including Platform setup, prerequisite readiness, documentation readiness, onboarding communications, calendar alignment, and account note documentation.
• Ensuring clients are fully prepared for scheduled deliverables by coordinating prerequisite activities, validating readiness, and reducing delivery delays caused by incomplete preparation.
• Managing service scheduling and delivery coordination, balancing team capacity, aligning deliverables to service plans, and identifying resource conflicts or risks at an early stage.
• Maintaining and monitoring governance dashboards, delivery trackers, and associated documentation, upholding data integrity and alignment with live delivery status.
• Monitoring delivery progression , including contractual hour usage, task progression, and service risk, proactively flagging issues including potential delays, drift or blockers.
• Producinge and distributing fortnightly utilisation and scheduling reports, highlighting capacity risks, escalations, resource conflicts, and delivery pressures.
• Conducting monthly governance controls, including timesheet reconciliation, account note reviews, internal compliance checks, and reporting validation.
• Maintaining consistent, structured, and audit-ready account notes and activity logs, ensuring delivery actions, decisions, and updates are clearly recorded.
• Supporting finance processes including invoicing.
• Validating of data accuracy and alignment between Pplatform records, task tracking, and internal systems.
• Attending internal service scheduling and planning meetings with the Head of Service Delivery, recording actions, decisions, and follow-up items to ensure execution and accountability.
• Ensuringe delivery tasks are created and maintained to support documentation of delivered work, accurate time logging, utilisation tracking, invoicing and contractual reporting.
• Run and track Technical Services quality assurance processes (e.g., Security & Systems Assessments, Cyber Security Testing where applicable), validating completeness, formatting standards, and risk/task accuracy prior to client release.
• Coordinate client communications through the Data Protection Service Desk to obtain prerequisites, support delivery preparation, and ensure smooth workflow progression.
• Coordinate incident-related service desk activity (e.g., data breaches, security incidents, SARs), ensuring requests are routed, tracked, and supported by the appropriate team members.
• Coordinate end-to-end onboarding and administration for client training programmes such as the Privacy & Tech Academy, ensuring participant enrolment, workshop readiness (including training material distribution and Platform setup), and timely post-workshop follow-up actions.
• Identify workflow inefficiencies and recommend process improvements or automation opportunities.

Skills and Experience

• Relevant qualifications in service delivery, IT, data protection, data analytics or a related field.
• 1-3 years of relevant experience using project management or service delivery systems, service desk tools or scheduling software.
• An understanding of management principles, ideally project coordination, governance or technical administration role.
• Understanding of project management principles and professional services delivery environments.
• Strong interpersonal skills and a desire to work collaboratively to achieve objectives.
• Excellent written and verbal communication skills.
• Ability to handle confidential information with integrity and discretion.
• Excellent organisational and stewardship abilities.
• Commercial awareness of utilisation tracking and billable environments. Ability to challenge inconsistencies and escalate risks appropriately.

Professional Development Responsibilities

You will be required to:

• Make recommendations about areas of improvement or development within the business
• Drive personal continued professional development in line with the business objectives, and relevant qualification
• Keep abreast of major changes in cyber security and be aware of how to obtain information and resources
• Maintain and develop knowledge around relevant project management, data protection, cyber security or IT frameworks in line with the business objectives

Other Responsibilities

You will need to:

• Undertake any other duties as reasonably required
• Work with other departments and colleagues to aid the successful completion of business priorities
• Work effectively as part of the 9ine team
• Showcase excellent organisational skills
• Think on your feet and use your initiative
• Maintain an enthusiastic and positive attitude
• Maintain strong interpersonal skills in order to build and develop relationships
• Have strong communication and presentation skills

Job Type: Full-time

Benefits:

• Health insurance
• Paid time off
• Provident Fund
• Work from home

Education:

• Bachelor’s (Preferred)

Experience:

• relevant: 1 year (Preferred)
• Project management: 1 year (Preferred)

Work Location: Remote