Service Management Specialist

As a Service Manager / IT Service Management (ITSM) Manager in the IT Operations / Service Delivery department, your role involves ensuring effective and efficient delivery of IT services aligned with business needs and managed according to ITIL best practices. You will be responsible for owning key IT service processes, governance, reporting, and continuous service improvement. Key Responsibilities: - Own and manage key ITIL processes such as Incident, Service Request, Problem, Change, and Asset Management. - Ensure adherence to ITSM policies, process workflows, and documentation standards. - Drive consistency and governance across IT service delivery teams. - Monitor service performance and ensure SLA/OLA compliance. - Coordinate with cross-functional teams to ensure timely issue resolution. - Act as the primary point of contact between IT and business stakeholders. - Prepare and present service performance dashboards, SLA reports, and trend analysis. - Lead initiatives to optimize processes, reduce incidents, and improve customer experience. - Administer and enhance ITSM platforms. - Ensure IT processes comply with internal controls, security, governance, and audit requirements. Required Skills & Qualifications: Technical Skills: - Strong understanding of ITIL framework and ITSM tools. - Knowledge of SLA/OLA management, service reporting, and operational governance. - Familiarity with IT infrastructure, EUC, cloud, and network fundamentals. Soft Skills: - Excellent communication and stakeholder management skills. - Strong analytical and decision-making abilities. - Ability to lead cross-functional teams and handle high-pressure situations. - Customer-centric mindset. Education & Experience: - Bachelors degree in IT, Computer Science, or related field. - 510+ years of experience in IT Service Management or Service Delivery. - ITIL Foundation v3/v4 required. - ITIL Intermediate/Expert or COBIT certification preferred. Preferred (Nice-to-Have): - Experience managing major incidents (MIM role). - Knowledge of automation tools / workflow engines. - Experience working in an Agile or DevOps environment. - Familiarity with ISO 20000 or ISO 27001 standards. As a Service Manager / IT Service Management (ITSM) Manager in the IT Operations / Service Delivery department, your role involves ensuring effective and efficient delivery of IT services aligned with business needs and managed according to ITIL best practices. You will be responsible for owning key IT service processes, governance, reporting, and continuous service improvement. Key Responsibilities: - Own and manage key ITIL processes such as Incident, Service Request, Problem, Change, and Asset Management. - Ensure adherence to ITSM policies, process workflows, and documentation standards. - Drive consistency and governance across IT service delivery teams. - Monitor service performance and ensure SLA/OLA compliance. - Coordinate with cross-functional teams to ensure timely issue resolution. - Act as the primary point of contact between IT and business stakeholders. - Prepare and present service performance dashboards, SLA reports, and trend analysis. - Lead initiatives to optimize processes, reduce incidents, and improve customer experience. - Administer and enhance ITSM platforms. - Ensure IT processes comply with internal controls, security, governance, and audit requirements. Required Skills & Qualifications: Technical Skills: - Strong understanding of ITIL framework and ITSM tools. - Knowledge of SLA/OLA management, service reporting, and operational governance. - Familiarity with IT infrastructure, EUC, cloud, and network fundamentals. Soft Skills: - Excellent communication and stakeholder management skills. - Strong analytical and decision-making abilities. - Ability to lead cross-functional teams and handle high-pressure situations. - Customer-centric mindset. Education & Experience: - Bachelors degree in IT, Computer Science, or related field. - 510+ years of experience in IT Service Management or Service Delivery. - ITIL Foundation v3/v4 required. - ITIL Intermediate/Expert or COBIT certification preferred. Preferred (Nice-to-Have): - Experience managing major incidents (MIM role). - Knowledge of automation tools / workflow engines. - Experience working in an Agile or DevOps environment. - Familiarity with ISO 20000 or ISO 27001 standards.