Service Management Specialist

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 analysing trends conducting root cause analysis (RCA) maintaining asset data integrity and supporting change initiatives while aligning with the organizations IT governance standards

Expertise in ITIL-based process architecture and ITSM governance.

Advanced analytical and reporting skills including KPI/SLA tracking and trend analysis.

Strong communication documentation and presentation skills.

Ability to translate service performance data into actionable insights.

Key Responsibilities:

Design implement and continuously improve ITSM processes and Servicesflows 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-toend service delivery and user satisfaction.

Maintain ITSM documentation process maps and performance metrics for audit and governance purposes.

Requirements

Bachelors degree in computer science Information Technology or related field.

ITIL Expert or ITIL Managing Manpower certification preferred.

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.

Key Skills
General Insurance,Corporate Sales,Cost Estimation,Benefits & Compensation,Heavy Equipment,AC Maintenance
Employment Type : Full Time
Experience: years
Vacancy: 1