Job Summary:

A highly organized and customer-focused Service Management Lead to oversee and optimize our IT

service delivery processes. This role will be responsible for ensuring the effective and efficient delivery

of IT services, meeting agreed-upon service levels, and continuously improving the overall service

experience for our users. The Service Management Lead will champion ITIL best practices, manage key

service management processes, and work collaboratively with various IT teams to ensure seamless

service delivery.

Responsibilities:

 Service Operation:

o Lead and manage key Service Operation processes, including:

 Incident Management: Ensuring timely resolution of incidents and restoration

of service.

 Problem Management: Identifying root causes of incidents and implementing

preventative measures.

 Change Management: Controlling and managing changes to the IT

infrastructure and services.

 Request Fulfillment: Efficiently handling user service requests.

 Access Management: Managing user access to IT services.

o Monitor service performance against agreed-upon Service Level Agreements (SLAs) and

Operational Level Agreements (OLAs).

o Identify and address any deviations from service levels.

 Continual Service Improvement (CSI):

o Drive a culture of continuous improvement within the IT organization.

o Identify opportunities for service improvement based on data analysis, user feedback,

and industry best practices.

o Develop and implement improvement plans to enhance service quality, efficiency, and

user satisfaction.

o Regularly review service performance and identify areas for optimization.

 Service Level Management:

o Define and maintain Service Level Agreements (SLAs) with business stakeholders.

o Negotiate OLAs with internal support teams.

o Monitor and report on SLA and OLA performance.

o Conduct regular service reviews with stakeholders to discuss performance and

improvement initiatives.

 Service Transition:

o Oversee the planning and execution of service transitions, ensuring new and changed

services are deployed effectively and with minimal disruption.

o Coordinate with project teams and operational teams to ensure smooth handover of

services into production.

o Ensure proper documentation, training, and communication are in place for transitioned

services.

 Team Leadership & Collaboration:

o Provide guidance and support to teams involved in service management processes.

o Foster collaboration and effective communication across different IT teams.

o Potentially manage a small team of service management analysts (depending on

organizational structure).

 Reporting & Analysis:

o Develop and maintain relevant service management reports and dashboards.

o Analyze service performance data to identify trends and areas for improvement.

o Provide insights and recommendations to IT leadership based on service performance.

Qualifications:

 Bachelor's degree in Computer Science, Information Technology, Business Administration, or a

related field.

 7-9 years of progressive experience in IT service management roles.

 Proven experience in leading and managing key ITIL processes (Incident, Problem, Change,

Request Fulfillment).

 Strong understanding of ITIL framework and best practices (ITIL certification is highly desirable).

 Experience in defining and managing Service Level Agreements (SLAs) and Operational Level

Agreements (OLAs).

 Excellent analytical, problem-solving, and decision-making skills.

 Strong communication (written and verbal) and interpersonal skills.

 Ability to work effectively with technical and non-technical stakeholders at all levels.

 Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service

Management, BMC Helix).

 Ability to drive change and implement process improvements.

Preferred Qualifications:

 ITIL Intermediate or Expert certifications.

 Experience with Agile or DevOps methodologies.

 Project management skills.

 Experience in [mention specific industry relevant experience].

 Familiarity with IT governance frameworks.

Please refer to job description.