IT Service Management coordinator -KPI

Seeking an IT service coordinator for hybrid contract opportunity in Maplewood MN or Austin TX.

Solution Screening & Intake Manager

The IT Solution Screening Manager is responsible for leading and operating the enterprise IT Solution Screening process within the Project & Portfolio Management Office (PPMO). This role ensures that new technology solutions, vendors, and platforms are reviewed efficiently and consistently before entering the IT environment and portfolio pipeline.

Acting as the process owner for the Solution Screening service, this role oversees intake workflow, coordinates cross-functional reviewers, manages SLAs, tracks conditional approvals, and drives continual process improvement. The position ensures the screening function enables innovation while protecting the enterprise from architectural, security, operational, and vendor risk.

Responsibilities include:

· Own the end-to-end IT Solution Screening process and service

· Maintain process documentation, SOPs, and governance standards

· Define and monitor SLAs, KPIs, and performance metrics

· Maintain audit-ready documentation of screening outcomes

· Oversee centralized intake routing into Solution Screening

· Coordinate reviews across Enterprise Architecture, Security & Risk, Infrastructure/Cloud, Data/Privacy, Vendor Risk/Procurement

· Facilitate review meetings when required

· Ensure timely decisions and clear communication to requestors

· Identify and remove bottlenecks

· Establish and monitor service level targets (e.g., 5–10 day turnaround)

· Track “Approved with Conditions” outcomes

· Coordinate with PMO and delivery teams to confirm completion

· Support go-live readiness validation where needed

· Escalate risks or non-compliance

· Evaluate process performance and stakeholder feedback

Your Skills and Expertise 

To set you up for success in this role from day one,  requires (at a minimum) the following qualifications:

· Bachelor’s degree or higher (completed and verified prior to start) from an accredited institution

· 5–8+ years in IT PMO, IT governance, architecture operations, or service management

· Experience running cross-functional IT processes

· Experience with intake, architecture review, or vendor governance

· Experience in large enterprise environments

· Demonstrated ability to drive accountability without direct authority

Additional qualifications that could help you succeed even further in this role include:

· ITIL certification (v4 preferred)

· Experience with ServiceNow or similar ITSM tool

· Experience with PPM tools (Planview, Clarity, etc.)

· Process improvement or Lean experience

· Strong reporting and analytics capability

· Process management & optimization

· Metrics-driven management

· Facilitation & communication

Must be legally authorized to work in country of employment without sponsorship for employment visa status.