Summary and purpose of the role:

The Service Operations Administrator is responsible for delivering structured and consistent administrative support to underpin effective service delivery and internal governance. The role ensures that core operational processes are maintained through accurate record keeping, coordinated access and renewal management, and the efficient administration of vendor-related activities.

This position plays a key role in maintaining the integrity and accessibility of operational documentation, ensuring that information remains current, auditable, and aligned with organisational standards. In addition, the role supports governance and compliance by managing administrative processes across areas including vendor management, system and portal access, software licence tracking, training coordination, and knowledge management.

The postholder is accountable for ensuring that defined processes are adhered to consistently, and that all routine operational activities are executed accurately, efficiently, and within agreed timeframes, thereby contributing to the overall stability and effectiveness of service operations.

Responsibilities:

The extent of your duties will include but are not limited to:

Vendor Management

• Maintain and regularly review the master vendor list, including named contacts, support details, service coverage, and ownership information.
• Administer the vendor escalation process, ensuring escalation paths, severity routes, and contact details remain accurate and accessible.
• Create, document, and maintain clear processes for logging cases with each vendor, including required information, submission routes, and expected response times.

Portal Administration

• Create, maintain, and track engineer access to vendor portals and internal tools.
• Own the administration process for new access requests, changes, removals, and periodic reviews to ensure appropriate and timely access management.
• Maintain process documentation for each portal and tool, including access prerequisites, approval routes, and support guidance.

Licence Management

• Administer routine licence and renewal activities.
• Maintain accurate trackers for licence usage, renewal dates, ownership, and approval status to support continuity and compliance.
• Document and maintain clear end-to-end processes for each licensing activity, ensuring routine tasks can be completed consistently and on schedule.
• Proactively identify upcoming expiries and renewal actions, coordinate with suppliers and internal owners, and escalate risks where required.
  
  

Skill Matrix and Training Planning

• Maintain consolidated internal teams’ skills matrix to ensure it accurately reflects current capability, accreditation status, and training needs.
• Coordinate training plans with managers and team members, tracking agreed actions, due dates, and completion status.
• Produce regular updates on training progress, outstanding requirements, and areas of development risk.
• Maintain documented processes for updating the matrix, recording training activity, and supporting audit or reporting requirements.
  
  

Knowledge Management

• Create and maintain standardised templates for operational processes to improve consistency, clarity, and ease of use.
• Support the documentation life cycle, including creation, review, approval, update, archival, and retirement of knowledge content.
• Develop and support maintaining customer-on-a-page documentation to provide concise, accurate reference information for internal teams.
• Ensure knowledge articles and process documents remain current, aligned to operational practice, and easy for teams to locate and follow.

The successful candidate will have:

• Strong administrative, organisational, and coordination skills with excellent attention to detail.
• Experience maintaining trackers, process documents, access records, or renewal schedules within an operational or service environment.
• Confident working with internal stakeholders, external vendors, and multiple systems to keep actions progressing.
• Ability to prioritise recurring administration tasks, manage deadlines, and escalate risks appropriately.
• Good written communication skills and the ability to produce clear, structured, and usable documentation.

Other Desirable skills

• Excellent listening skills and clear concise verbal and written skills.
• A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
• Excellent interpersonal skills with the ability to communicate at all levels
• Ability to prioritise and handle multiple tasks at any given time
• A strong 'can do’ attitude.