Service Management Specialist

Service Management – Job Description

Job Title: Service Manager / IT Service Management (ITSM) Manager

Department: IT Operations / Service Delivery

Reports To: Head of IT / Service Delivery Lead

Location: Onsite / Hybrid / Remote

Role Overview

The Service Manager is responsible for ensuring that IT services are delivered effectively and efficiently, aligned with business needs, and managed according to ITIL best practices. This includes ownership of key IT service processes, governance, reporting, and continuous service improvement.

Key Responsibilities

1. IT Service Management (ITSM)

- Own and manage key ITIL processes such as Incident, Service Request, Problem, Change, and Asset Management. - Ensure adherence to ITSM policies, process workflows, and documentation standards. - Drive consistency and governance across IT service delivery teams.

2. Service Delivery & Operations

- Monitor service performance and ensure SLA/OLA compliance. - Coordinate with cross-functional teams (Infra, Network, EUC, Security) to ensure timely resolution of issues. - Lead major incident calls, provide communication updates, and ensure post‑incident reviews.

3. Customer & Stakeholder Management

- Act as the primary point of contact between IT and business stakeholders. - Conduct regular service review meetings with departments/business units. - Manage escalations, ensuring customer satisfaction.

4. Reporting & Analytics

- Prepare and present service performance dashboards, SLA reports, and trend analysis. - Use metrics to identify service gaps and recommend improvements. - Maintain service catalog and service portfolio documentation.

5. Continuous Service Improvement (CSI)

- Lead initiatives to optimize processes, reduce incidents, and improve customer experience. - Conduct root cause analysis (RCA) and implement corrective/preventive actions. - Automate repetitive tasks through workflows or scripts (where applicable).

6. ITSM Tools & Governance

- Administer and enhance ITSM platforms (ServiceNow, Jira Service Management, Freshservice, BMC Remedy, etc.). - Ensure data quality: CMDB accuracy, ticket hygiene, service catalog integrity. - Drive adoption of ITSM processes across technical teams.

7. Compliance & Audit

- Ensure IT processes comply with internal controls, security, governance, and audit requirements. - Support IT audits and provide evidence for compliance reviews.

Required Skills & Qualifications

Technical Skills

- Strong understanding of ITIL framework (Incident, Problem, Change Management). - Experience with ITSM tools (ServiceNow, Jira Service Mgmt., Freshservice, Remedy). - Knowledge of SLA/OLA management, service reporting, and operational governance. - Familiarity with IT infrastructure, EUC, cloud, and network fundamentals.

Soft Skills

- Excellent communication and stakeholder management skills. - Strong analytical and decision‑making abilities. - Ability to lead cross‑functional teams and handle high‑pressure situations. - Customer‑centric mindset.

Education & Experience

- Bachelor’s degree in IT, Computer Science, or related field. - 5–10+ years of experience in IT Service Management or Service Delivery. - ITIL Foundation v3/v4 (required). - ITIL Intermediate/Expert or COBIT certification (preferred).

Preferred (Nice-to-Have)

- Experience managing major incidents (MIM role). - Knowledge of automation tools / workflow engines. - Experience working in an Agile or DevOps environment. - Familiarity with ISO 20000 or ISO 27001 standards.