Job Description

We're Hiring: Senior ITSM Process Specialist

Location: United Arab Emirates (Remote)

Employment Type: Full-Time

Experience Level: Senior

Work Arrangement: Fully Remote

About Us

We are a globally focused organization committed to delivering reliable, efficient, and customer-centered technology services across diverse digital environments. Our teams collaborate across IT Operations, Service Management, Infrastructure, Applications, Cybersecurity, Engineering, Business Operations, and Technology Governance to continuously improve the quality and performance of IT services.

Our service-management teams combine structured processes, automation, service governance, performance measurement, and continuous improvement to ensure technology services are delivered consistently and aligned with business requirements.

The Role

We are seeking an experienced Senior ITSM Process Specialist to lead the design, implementation, governance, optimization, and continuous improvement of IT Service Management processes across the organization.

The ideal candidate will establish effective ITSM practices across incident, problem, change, request, configuration, knowledge, service-level, asset, availability, capacity, and service-continuity management, while ensuring processes are measurable, integrated, automated, and aligned with business and technology objectives.

Key Responsibilities

Develop and maintain the organization's ITSM process framework, standards, policies, and governance model.
Design, implement, and continuously improve ITSM processes aligned with business and technology requirements.
Establish clear process ownership, roles, responsibilities, controls, workflows, and escalation paths.
Develop and maintain process documentation, procedures, work instructions, and operating standards.
Assess existing ITSM processes and identify opportunities for improvement, simplification, standardization, and automation.
Ensure ITSM processes are aligned with recognized practices such as ITIL and applicable organizational standards.
Lead process maturity assessments and develop improvement roadmaps.
Establish consistent service-management practices across technology teams and business units.
Design and optimize incident-management processes.
Establish incident categorization, prioritization, assignment, escalation, communication, and resolution standards.
Monitor incident performance and identify recurring process or operational weaknesses.
Support major-incident management governance, escalation, communication, and post-incident review processes.
Design and optimize problem-management processes.
Establish standards for root-cause analysis, known-error management, problem prioritization, and corrective-action tracking.
Analyze recurring incidents and service failures to identify systemic problems.
Design and govern change-management processes.
Establish change categories, risk assessment, approval requirements, scheduling, implementation, validation, and closure standards.
Monitor change success rates and identify change-related incidents or process weaknesses.
Support Change Advisory Board governance and change-risk management where applicable.
Design and optimize service-request and fulfillment processes.
Establish request catalogs, approval workflows, fulfillment standards, and service-level requirements.
Develop and maintain service-level management processes.
Define service-level agreements, operational-level agreements, service targets, measurement methods, and reporting requirements.
Monitor service performance against agreed targets and coordinate corrective actions.
Establish knowledge-management processes to improve service resolution, self-service, and knowledge reuse.
Govern knowledge creation, validation, review, publication, ownership, and retirement.
Coordinate configuration-management and CMDB process requirements with Configuration Management teams.
Ensure configuration information supports incident, problem, change, service-impact, and operational processes.
Support IT asset-management process integration with service-management activities.
Establish processes for asset lifecycle visibility, ownership, status, and service relationships.
Develop and improve availability-management practices.
Monitor service availability and identify opportunities to improve resilience and reliability.
Support capacity-management processes covering demand, resource utilization, forecasting, and performance.
Establish service-continuity and disaster-recovery process requirements from an ITSM perspective.
Coordinate with business continuity, infrastructure, security, and application teams to ensure recovery processes support service requirements.
Establish event-management and monitoring integration with ITSM processes.
Improve the transition of monitoring alerts into actionable incidents and operational workflows.
Support service-transition processes for new and changed services.
Establish requirements for service readiness, operational acceptance, documentation, support models, and knowledge transfer.
Ensure new services have appropriate service ownership, support procedures, SLAs, monitoring, CMDB records, and escalation paths before production launch.
Develop and maintain service catalogs and service definitions in collaboration with service owners.
Establish customer-focused service-management practices and improve the end-user experience.
Analyze service-management data to identify trends, bottlenecks, recurring failures, and improvement opportunities.
Develop ITSM dashboards, reports, KPIs, and management information.
Establish process performance targets and monitor compliance.
Conduct regular process reviews and maturity assessments.
Facilitate process workshops with technology teams, service owners, support teams, and business stakeholders.
Identify process gaps, control weaknesses, duplicated activities, manual work, and inefficient handoffs.
Lead continuous-improvement initiatives using structured methodologies such as Lean, Six Sigma, or ITIL continual improvement.
Develop business cases and improvement plans for ITSM transformation initiatives.

Key Performance Indicators

ITSM process maturity
Process compliance rate
Incident resolution SLA compliance
First-contact resolution rate
Mean time to resolve
Mean time to restore service
Major-incident response performance
Major-incident recurrence rate
Problem-resolution effectiveness
Recurring incident reduction
Root-cause analysis completion
Known-error management effectiveness
Change success rate
Change-related incident rate
Emergency change rate
Unauthorized change rate
Change approval compliance
Change implementation success
Service-request fulfillment SLA compliance
Request fulfillment cycle time
Service-level agreement compliance
Service-level breach rate
Service availability performance
Capacity-management effectiveness
Knowledge article usage
Knowledge article effectiveness
Self-service adoption
Event-to-incident conversion effectiveness
Service-transition readiness
Operational acceptance compliance
ITSM data quality
ITSM record completeness
Process automation rate
Manual-process reduction
Workflow efficiency
ITSM tool adoption
ITSM integration reliability
Process-improvement completion
Audit finding closure
Process exception closure
Customer satisfaction
Service desk satisfaction
Stakeholder satisfaction
ITSM reporting accuracy
ITSM reporting timeliness
Continuous-improvement benefits achieved
Overall service-management maturity

Ideal Candidate

The successful candidate should have strong experience in IT Service Management, ITSM process design, service management governance, IT operations, process improvement, or technology service delivery, preferably within complex enterprise, multinational, technology, financial-services, telecommunications, or highly distributed environments.

The candidate should demonstrate:

Strong understanding of ITSM principles, frameworks, and service-management practices.
Proven experience designing, implementing, governing, and improving ITSM processes.
Strong knowledge of ITIL practices and continual-improvement principles.
Experience managing incident, problem, change, request, service-level, knowledge, configuration, asset, availability, capacity, and service-transition processes.
Strong understanding of IT service lifecycle and service-management governance.
Experience developing process documentation, workflows, procedures, controls, and operating standards.
Strong process-analysis and business-process-improvement capabilities.
Experience conducting ITSM maturity assessments and developing improvement roadmaps.