Job Purpose:
The Senior Specialist Service Management holds a pivotal role in optimizing IT Operations and processes such as Incident and Change Management, Assets and Configuration Management by actively contributing to strategic ITIL governance, ensuring adherence to industry best practices.
The Senior Specialist plays a crucial role in improving and implementing Service Management policies, ensuring operational documentation quality, governance, and managing all ITSM processes.
Job Responsibilities:
- Directly or indirectly participate in the preparation and improvement of ITSM process, policies, procedures, and guidelines
- Support the Service Manager to ensure the process and its policies, procedures, and guidelines are in place and being followed
- Train and encourage the team to follow all policies, procedures, and ITIL standards
- Ensure there is an integrated approach to all other ITIL processes and functions
- Manage the end to end Service Management lifecycle effectively and efficiently in day-to-day operations
- Conduct impact analysis and perform change assessment, run CAB meetings, PAB, Root Cause Analysis (RCA), and Major Incident management
- Conduct and verify Post Implementation Reviews (PIRs), investigating issues arising from a change implementation
- Track and report issues, incidents, problems, and unauthorized changes
- Provide templates and guidance for the authorization of changes, and supply the other IT Service Management processes with information on planned and ongoing changes.
- Ensure that stakeholders are kept up to date on process changes
- Work with service owners and other process managers to ensure the smooth running of services
- Conduct Service Reviews for internal and external clients
- Ensure operational documentation meets completeness and quality standards
- Responsible for monitoring, reporting and regularly reviewing the performance of suppliers against targets in relation to KPIs, SLAs and delivery of services and changes
- Create, review and update Service Management Process documents
- Report and regularly review the KPIs, SLAs and perform trend analysis according to the agreed KPIs for ITSM processes
- Identify and suggest remediation actions against unsatisfactory operational performance
- Obtain regular feedback from internal and external clients and implement continual service improvement plans to improve performance and remediate pain points
- Lead new service onboarding and enhancements on existing services
Preferred Certifications/Training:
- ITIL v4 Foundation
- ITIL Specialist (CDS/DSV/HVIT/DPI)
- ITIL v4 Managing Professional
- ITIL v3 Intermediate Modules
- ITIL v3 Foundation or Higher
- ITIL v3 Intermediate Service Design
- Other Industry Leading Certifications
Education:
Bachelors in Computer Science, Computer Engineering, Information Technology, Information Systems or Equivalent.
