Service Management Specialist

BAE Systems Strategic Aerospace Services WLL | Full time The Service Management Senior Specialist is responsible for overseeing key ITIL service management functions, including incident, problem, change, and asset management. The role ensures IT service continuity, timely resolution of disruptions, compliance with service levels, and continuous improvement of IT processes. The incumbent plays a critical role in analyzing trends, conducting root‑cause analysis (RCA), maintaining asset data integrity, and supporting change initiatives while aligning with the organization’s IT governance standards. Key responsibilities include : Design, implement, and continuously improve ITSM processes and services flows in alignment with organizational objectives. Own and manage Service Reporting and SLA dashboards, ensuring accuracy, transparency, and actionable performance insights. Lead ITSM Process Architecture reviews to optimize efficiency and maturity levels. Perform service analytics to identify areas for improvement and support data-driven decision‑making. Collaborate with cross‑functional IT teams to enhance end‑to‑end service delivery and user satisfaction. Maintain ITSM documentation, process maps, and performance metrics for audit and governance purposes. Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field. Strong understanding of ITSM tools (such as ManageEngine, ServiceNow, or BMC). Minimum 8 years of experience in IT Service Management, with at least 3 years in a senior ITSM role. Proven experience in process design, improvement, and governance across Incident, Problem, Change, and Service Level Management.

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