Full-Time Service Management Specialist

The Role: This role is well suited to the experienced IT professional who would relish the chance to operate both as part of a team and with autonomy.

Key Responsibilities:

• Responsible for the deployment of the processes.
• Evaluates performance metrics and institutes actions to correct shortcomings or further streamline the process.
• Responsible for the execution of the process controls.
• Coordinates and collaborates process delivery.
• Interfaces with other processes and/or business functions.
• Manages and leverages existing toolset functionality.
• Ensures KPIs are reported, and their targets met.
• Coordinates with suppliers, contractors, 3rd parties.
• Identifies opportunities and submits proposals for improvement.

Skills & Experience:

• Operational ownership of at least one of the following processes:
• Configuration and Asset Management
• Software Asset Management
• Incident Management
• Request Management
• Knowledge Management
• Problem Management
• Change and Release Management
• ITIL Operational experience and a strong knowledge of ITIL v3 and ISO 20000
• A track record of operating and managing within an IT Service Management environment
• Good level of technical understanding
• Track record for delivering demand reduction and shift left mentality
• Successful track record of achieving performance and delivery targets

Experience (desirable):

• Exposure to ServiceNow
• ITIL Intermediate / Practitioner certified

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