Senior Service Management Specialist

Job Summary:

The IT Service Management (ITSM) Professional is responsible for overseeing the delivery, management, and continuous improvement of IT services within the organization. This role involves defining and maintaining IT processes, ensuring effective execution, and aligning IT services with business needs to achieve operational excellence.

Key Responsibilities:

1. Service Delivery Management:
   
• Oversee the delivery of IT services to ensure they meet business requirements and adhere to established service level agreements (SLAs).
• Monitor service performance and implement improvements to enhance efficiency and effectiveness.
2. Process Development and Maintenance:
   
• Define, document, and maintain IT processes to ensure clarity and consistency across the organization.
• Identify workflow improvements and monitor progress to enhance overall efficiency.
3. Incident and Problem Management:
   
• Manage the lifecycle of incidents and problems to minimize service disruptions.
• Implement strategies to prevent recurrence and ensure timely resolution of issues.
4. Change Management:
   
• Oversee the change management process to ensure smooth implementation of IT changes with minimal impact on services.
• Coordinate with stakeholders to assess risks and develop mitigation plans.
5. Continuous Improvement:
   
• Analyze service performance data to identify areas for improvement.
• Implement best practices and innovative solutions to enhance service quality and efficiency.
6. Stakeholder Engagement:
   
• Maintain strong relationships with key stakeholders to understand their needs and expectations.
• Provide regular updates on IT service performance and address any concerns promptly.
7. Team Leadership and Development:
   
• Lead and support the IT service team, fostering a collaborative and high-performance culture.
• Identify training needs and facilitate professional development opportunities for team members.
8. Resource Management:
   
• Develop and manage the IT service budget efficiently.
• Allocate resources effectively to support IT service delivery and projects.

Qualifications:

• Education:
  
• Bachelor's or Master's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Certifications:
  
• ITIL v3 or v4 Foundation Certification.
• Additional certifications such as PMP, COBIT, or ISO are advantageous.
• Experience:
  
• Proven experience in IT service management, including designing and implementing ITSM processes.
• Experience with ITSM frameworks and tools.
• Demonstrated ability to lead teams and manage cross-functional projects.
• Skills:
  
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in ITSM software and tools.
• Ability to adapt to a fast-paced and dynamic environment.

Preferred Qualifications:

• Experience with data analysis and reporting to support decision-making.
• Knowledge of emerging technologies and their impact on IT service management.