Nomios' mission is to build a ‘secure and connected’ future. Organisations across the globe depend on us to help secure and connect their digital infrastructures.
In support of our continued growth, we are seeking a Service Operations Coordinator to join our Service Business team. This is a varied and evolving role that combines operational administration, service renewals, logistics coordination, asset management and supplier engagement.
Working within a small and highly collaborative team, you will play a key role in ensuring operational processes run smoothly, customer commitments are met, and critical service information remains accurate and up to date. This role offers a genuine opportunity to develop and take on increasing responsibility over time whilst helping shape and improve the way the team operates.
Your role as Service Operations Coordinator
This role is ideal for an experienced administrator who thrives in a fast-paced environment and enjoys managing multiple priorities simultaneously. Previous experience working within the cyber security industry, a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment is essential. You will be responsible for coordinating a wide range of operational activities, supporting service renewals, managing logistics requirements, maintaining asset and entitlement records, and ensuring processes are followed accurately.
We are looking for someone who is naturally organised, detail focused and proactive. You should be comfortable dealing with nuanced situations, solving problems independently and working across multiple systems and stakeholders. Success in this role requires excellent attention to detail, strong commercial awareness, and the ability to build positive relationships with customers, suppliers, vendors and internal teams.
This role is not a finished product. There will be opportunities to improve existing processes, develop new ways of working and take ownership of additional responsibilities as the function continues to evolve.
Responsibilities
Key responsibilities include:
Service Renewals and Contract Administration
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Managing service renewals, maintenance agreements and support contract renewals.
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Monitoring renewal schedules and ensuring customer contracts are renewed within agreed timescales.
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Coordinating co termed renewal opportunities and obtaining pricing, approvals and vendor quotations.
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Supporting discussions relating to support coverage, service continuity and entitlement requirements.
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Liaising with vendors and distributors to secure renewal quotations and resolve commercial queries.
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Maintaining accurate records of service agreements and renewal activity.
Logistics and Operational Coordination
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Coordinating customer deliveries, collections and warehouse activity.
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Managing shipment tracking and monitoring progress against agreed delivery dates.
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Supporting domestic and international logistics activities.
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Working with suppliers, distributors and courier partners to ensure successful delivery outcomes.
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Assisting with urgent and customer critical operational requirements.
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Supporting warehouse and prestaging activities where required.
RMA and Warranty Administration
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Managing Return Merchandise Authorisation cases from initiation through to completion.
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Coordinating hardware replacements, returns and warranty claims.
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Preparing and maintaining accurate RMA documentation.
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Liaising with vendors, suppliers and logistics providers regarding replacement equipment and collections.
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Ensuring all RMA records, references and associated documentation are maintained accurately.
Import, Export and Compliance Support
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Supporting import and export activities and associated documentation requirements.
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Coordinating customs related information with relevant stakeholders.
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Supporting export control and regulatory compliance activities.
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Assisting with import VAT, PVA and customs documentation processes.
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Working with finance teams, suppliers and external partners to ensure compliance requirements are met.
Asset and Entitlement Administration
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Maintaining accurate records of serial numbers, hardware assets and product identifiers.
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Verifying support entitlement status and contract coverage.
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Ensuring newly deployed assets are correctly registered and aligned to service agreements.
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Investigating discrepancies within operational systems and resolving data quality issues.
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Maintaining accurate audit trails and operational records.
Stakeholder Coordination
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Acting as a central point of coordination between customers, vendors, distributors and internal teams.
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Building effective working relationships across Sales, Finance, Operations and Technical teams.
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Chasing approvals, updates and outstanding actions to ensure customer commitments are achieved.
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Escalating issues where necessary and supporting timely resolution.
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Providing regular updates to stakeholders regarding operational activity, renewals and customer requests.
We hire smart, motivated and collaborative people who enjoy taking ownership and making a difference.
The successful candidate will be highly organised, dependable and proactive, with the ability to manage multiple priorities whilst maintaining exceptional levels of accuracy.
You will demonstrate:
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Previous experience in an administrative, operations, service coordination or business support role.
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Experience working within a technology, managed services, cyber security or IT services environment.
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Exceptional attention to detail with the ability to accurately manage complex data and documentation.
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Strong organisational skills and the ability to prioritise effectively.
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Confidence managing multiple workstreams simultaneously.
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Excellent verbal and written communication skills.
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Strong problem-solving skills and a proactive approach to issue resolution.
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Experience working with operational, procurement, order management or service management systems.
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Proficiency in Microsoft 365 applications.
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Commercial awareness and an understanding of customer service delivery.
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A willingness to learn, develop and take on additional responsibilities as the role evolves.
Desirable Experience:
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Experience managing support contract renewals.
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Exposure to logistics, supply chain or warehouse coordination activities.
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Understanding of service entitlements, licensing or support agreements.
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Experience working with vendors and distributors within the technology sector.
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Knowledge of import and export processes and associated compliance requirements.
Job Specifics
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This role is based at our Basingstoke office, with flexibility for occasional homeworking by agreement
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Hours are full-time: Monday-Friday, 9:00am-5:30pm
Why would you choose to come and work with us?
You will join a growing team where your contribution will make a direct impact. This role offers significant opportunity for development and progression, allowing you to broaden your knowledge across service operations, renewals management, logistics, asset administration and operational process improvement.
You will work alongside experienced commercial, operational, technical and customer facing teams whilst developing expertise within a leading cyber security and networking organisation.
Nomios is an equal opportunity employer and is committed to creating and sustaining an environment in which everyone is provided with an equal opportunity to grow and develop, and no individual will be unjustly discriminated against. This includes, but is not limited to, discrimination because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation.
