Service Management Specialist

This role will be key in ensuring the efficient delivery, support, and continuous improvement of IT services, aligning with organizational goals and customer expectations. This role involves monitoring service performance, identifying areas for improvement, and collaborating with cross-functional teams to enhance service delivery and user satisfaction.

Accountabilities:

Service Performance Monitoring: Track and analyze service performance metrics, ensuring compliance with established service level agreements (SLAs) and key performance indicators (KPIs).
Incident and Problem Management: Manage/co-ordinate the MIM (Major Incident Management Process) Collaborate with technical teams to identify root causes, manage incident resolution, and implement preventative measures to minimize service disruptions.
Change Management: Support the evaluation, coordination, and communication of IT service changes to ensure minimal disruption to operations.
Service Improvement: Identify key trends and opportunities for enhancing IT services and implement strategies to optimize service quality and efficiency.
Stakeholder Communication: Serve as a liaison between IT teams and business stakeholders, ensuring transparent communication about service performance and improvements.
Reporting: Generate and distribute detailed service performance and incident reports for stakeholders, providing actionable insights for decision-making
Compliance and Best Practices: Ensure adherence to IT service management frameworks (e.g., ITIL) and organizational policies.
Tool and Process Management: recommend optimizing ITSM tools and workflows to streamline service management operations.'