Service Management Specialist

The Service Management Specialist is responsible for the implementation, improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and managing the process improvement cycle.

Key Responsibilities:

• Responsible for the deployment of the processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
• Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and data standards.
• Coordinate and collaborate process delivery involving internal support groups, vendors, suppliers, customers and manage any roadblocks.
• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes.
• Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes.
• Ensure that KPIs are reported, and their targets met.
• Coordination with suppliers, contractors, 3rd parties, etc.
• Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions.

Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented.

Requirements

Essential Criteria

• Experience of Change Management
• Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing
• ITIL Intermediate / Practitioner certified
• Ability to develop and maintain customer relationships and exceed expectations
• Ability to anticipate future trends, priorities, and requirements
• Articulate and a clear communicator
• Be a customer advocate
• Have the ability to converse technical terms and definitions to non-technical personnel
• Meticulous with excellent attention to detail.
• Able to multitask and handle large amounts of complex information
• Ability to work independently and take decisions where necessary
• Successful delivery against commitments and deadlines
• Promotes and supports standardisation and continuous improvement