Summary

Senior Specialist, IT Solutions / IT Service Manager – Drive IT Service Excellence and Collaboration

We are seeking a dynamic Senior Specialist, IT Solutions / IT Service Manager to oversee IT service delivery governance and manage service level agreements (SLAs). In this role, you will work closely with business stakeholders and service providers to identify opportunities, improve service outcomes, and ensure alignment with organizational goals.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Monitor and report on SLA and KPI performance, providing insights for management reviews.
• Analyze complex data sets to identify trends and opportunities for improved service delivery.
• Lead periodic business review meetings with service providers to ensure performance targets are met.
• Collaborate with internal and external partners to drive continuous improvement initiatives.
• Assist in ITSM processes and contribute to enhancing service management functions.
   

 

Knowledge/Skills/Competencies

• Strong understanding of IT operations and service management processes.
• Technical proficiency with experience in IT service management (ITSM).
• ITIL certification and ServiceNow experience are highly desirable.
• Exceptional analytical skills, with the ability to handle large amounts of data accurately.
• Excellent communication, presentation, and documentation skills, with proficiency in using visualization tools.
• Proven ability to influence stakeholders and drive problem resolution.
• Strong collaboration and teamwork skills.

 

Typical Experience & Education

• 8+ years of experience in the IT industry.
• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or Business Administration.
• ITIL certification is a significant advantage.

 

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.