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Service Management Specialist
hace 2 meses
**Job Summary:**
We are seeking a highly skilled and experienced Service Management Specialist to join our team at SITA. As a key member of our customer success team, you will be responsible for advising and guiding customers on standard Service Management activities, leading to client success throughout the customer relationship lifecycle.
Key Responsibilities:
- Technical Expertise: Demonstrate a sound technical background, including expertise in ticketing systems and troubleshooting methodologies. Proficiency in ITIL systems is a mandatory requirement for this role.
- Issue Management: Effectively handle the escalation of issues by liaising with internal teams. Act as the primary contact for customers, receive requests, and efficiently manage ticketing processes to ensure timely resolution.
- Change Requests: Execute change requests seamlessly, such as relocating offices from one location to another. The ability to navigate and implement changes in IT infrastructure is crucial to success in this role.
- Client Interaction: Serve as the main point of contact for clients, ensuring effective communication and understanding of their requirements. Regularly update clients on the status of their requests and provide viable solutions in alignment with established targets.
- Performance Service Review: Collaborate with internal teams to gather relevant information and measure key performance indicators (KPIs) of services. Conduct comprehensive service reviews and use data-driven insights to inform clients of the performance status.
Qualifications and Requirements:
- IT Background: 3-5 years of foundation in IT, with a proven track record of providing IT solutions, is essential for this role.
- ITIL Systems: Minimum 2 years experience in ITIL systems are mandatory.
- Industry Expertise: A background in both the aviation and IT/Telecoms sectors is a must-have, ensuring familiarity with the unique challenges and requirements of these industries.
What We Offer:
SITA's workplace is all about diversity and inclusivity, where you can grow and develop your skills in a dynamic and supportive environment.
