Senior Specialist - Service Management CPX

Overview

The Senior Specialist – Service Management holds a pivotal role in optimizing IT Operations and processes such as Incident, Change Enablement, Service Request Management, Problem Management and Assets and Configuration Management by actively contributing to strategic ITIL governance, ensuring adherence to industry best practices.

The Senior Specialist plays a crucial role in improving and implementing Service Management policies, ensuring operational documentation quality, governance, and managing all ITSM processes.

Responsibilities

• Directly or indirectly participate in the preparation and improvement of ITSM process, policies, procedures, and guidelines
• Support the Service Manager to ensure the process and its policies, procedures, and guidelines are in place and being followed
• Train and encourage the team to follow all policies, procedures, and ITIL standards
• Ensure there is an integrated approach to all other ITIL processes and functions
• Manage the end to end Service Management lifecycle effectively and efficiently in day-to-day operations
• Conduct impact analysis and perform change assessment, run CAB, PAB, Root Cause Analysis (RCA), and major incident management
• Conduct and verify Post Implementation Reviews (PIR), investigating issues arising from a change implementation
• Track and report issues, incidents, problems, and unauthorized changes
• Provide templates and guidance for the authorization of changes, and supply the other IT Service Management processes with information on planned and ongoing changes.
• Ensure that stakeholders are kept up to date on process changes
• Work with service owners and other process managers to ensure the smooth running of services
• Ensure operational documentation meets completeness and quality standards
• Create, review and update Service Management Process documents.
• Conduct Service Reviews for internal and external clients
• Recommend as well as take ownership of process automation initiatives to eliminate recurring patterns.
• Monitor and review KPIs and SLAs for ITSM processes, performing trend analysis in line with agreed metrics.
• Prepare and deliver monthly reports to clients, highlighting key performance insights, improvement areas, and actionable recommendations to drive continuous service excellence.
• Leverage creative thinking and design principles to develop visually impactful presentations and reports tailored for leadership and clients to effectively communicate key insights and performance trends that enable data-driven, strategic decision-making
• Conduct detailed business requirement analysis & collaborate with stakeholders to analyze, validate, document business requirements, translating them into structured inputs that guide IT service design, onboarding, and continuous improvement in alignment with business goals and ITSM best practices.
• Obtain regular feedback from internal and external clients and implement continual service improvement plans to improve performance and remediate pain points
  
  

• ITIL v4 Foundation
• ITIL v4 Practice Manager Certifications
• Microsoft Asure Fundamentals