IT Services Coordinator in Manchester

About us

At One Manchester, we’re building places people are proud to call home. We own and manage over 12,000 homes across central, south and east Manchester — but we’re more than just a landlord. We provide services, support and opportunities that help people and communities thrive. Everything we do is shaped by our HEART values, our customers and our commitment to creating positive change across our city. We believe safe, affordable homes are the foundation for better lives, and we work together to deliver services that make a meaningful impact every day. We’re continuing to evolve and improve how we work, making this an exciting time to join One Manchester. As we deliver the ambitions set out in our Corporate Plan, we’re looking for people who share our values and want to help create inclusive, connected and sustainable places where people can thrive. We’re proud of our inclusive, customer-focused culture and the way our colleagues work together to make a difference every day.

About the role

Support the IT team in managing change, transition and service coordination activities, ensuring IT services, systems and processes are effectively planned, communicated, implemented and embedded into business-as-usual operations. Work closely with Operations, Service Desk, and Solutions & Architecture teams to ensure service readiness, clear ownership, accurate documentation and successful stakeholder engagement.

What you’ll be doing

• Coordinate IT change and transition activities, ensuring governance and ITSM processes are followed.
• Support service readiness, handovers and business-as-usual adoption for new, changed and retiring services.
• Collaborate with key IT teams to manage risks, dependencies, operational impacts and support requirements.
• Maintain visibility of changes, releases and transition activities, providing timely stakeholder updates.
• Support Change Advisory Board (CAB) activities, including documentation, impact assessments and reviews.
• Ensure service documentation, knowledge articles, support models and operational procedures are in place before release.
• Monitor change and transition performance, identify issues and support continuous improvement initiatives.
• Promote consistent ITSM practices and support process, governance and ITSM tool improvements.
• Coordinate IT Business Partnering activities, maintain service improvement logs and support departmental delivery planning.

What we’re looking for

• Experience in an IT service management environment, with knowledge of change, release, transition and service improvement processes.
• Understanding of ITIL principles and ITSM best practices.
• Experience supporting IT process improvement, governance and operational documentation.
• Knowledge of administering or supporting ITSM tools, including workflows, reporting and knowledge management.
• Strong planning, coordination and stakeholder management skills.
• Experience managing service readiness, handovers and service improvement initiatives.
• Excellent communication, reporting and documentation skills.
• Proficient in Microsoft 365 and service management reporting tools.
• Ability to build effective relationships across technical teams, suppliers and business stakeholders.
• Organised, proactive and customer-focused, with a commitment to driving successful service adoption and continuous improvement.

We know that great services start with great people. That’s why we’re committed to creating a workplace where colleagues feel supported, valued and able to grow. Alongside meaningful work and opportunities to develop, you’ll also benefit from:

• 27 days’ annual leave when you join us, rising to 30 days after three years’ service, plus UK bank holidays.
• The option to buy or sell annual leave through our holiday scheme.
• A genuine approach to agile and flexible working, dependent on the role.
• An excellent pension scheme with an 11.4% employer contribution through the Smart SHPS DC salary sacrifice scheme.
• Supportive people policies that help you balance work and life.
• Medicash healthcare cash plan membership, with Level 1 cover paid by us.
• A 24/7 Employee Assistance Programme.
• Perkbox, our benefits platform giving you access to hundreds of discounts, benefits and wellbeing resources.
• A Cycle to Work scheme through Halfords.
• Access to Manchester Credit Union for affordable financial support, including loans, savings accounts and money guidance.
• Support to gain professional qualifications, with paid memberships fees for relevant professional bodies.

Equality, diversity and inclusion

We’re committed to creating a diverse and inclusive organisation where everyone feels valued, respected and able to be themselves. We welcome applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. As part of our commitment to improving representation, we operate the Rooney Rule and aim to interview at least one ethnically diverse candidate for all roles, and at least one female candidate for roles within our Trades and Facilities teams where women are currently underrepresented. We’re also committed to supporting flexible and agile working where possible. If you require flexibility or adjusted working arrangements (including part time hours), we encourage you to speak to us as part of the recruitment process and we can let you know if it can be considered for this particular role.