IT Service Management Specialist

hace 4 días

Barcelona, Barcelona, España Mygwork A tiempo completo

**IT Service Management Specialist Role Summary:**

We are seeking a highly skilled and motivated IT Service Management Specialist to drive holistic IT service management, encompassing all ITIL processes, service operations, operational quality management, continual service improvement, and supplier operational governance.

**Key Responsibilities:**

  • Govern service operations, service transition, quality, compliance, and audit readiness of services delivered on a 24X7 basis as per shifts.
  • Manage service operations with standardized services, processes, and tools to provide efficient, high-quality services
  • Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function.
  • Contribute to enabling operational excellence and continuous improvement in Service quality across TT.
  • Drive the delivery of service ensuring delivery to SLA and Service continuity meeting the consumer needs.
  • Support in Predict and prevent operations for assigned scope with target to identify gaps, reducing MTTR, improving time to delivery and CSAT within the scope in collaboration with service lines.
  • Provide analytical report for actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets.
  • Work on process simplifications and improvement areas to ensure efficient operations delivery and stable IT environment.
  • Support in ensuring that Asset relevant attributes are correctly maintained in Configuration and Asset Mgmt. System.
  • Develop and govern processes to effectively manage both internal and external audits across TIS, including audit stakeholder management, remediation tracking, status reporting, and lessons learnt sharing.
  • Act as the SPOC for both internal and external audit teams across the organization and coordinate respective activities. In addition Monitor compliance of NVS vendors to defined governance structure and ensure expected value is delivered.

**Requirements:**

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3 years of experience as Service Manager, Customer Success, or equivalent roles.
  • Experience with Salesforce Marketing Cloud, Salesforce Marketing Cloud Personalization, Salesforce Data Cloud, Salesforce Marketing Cloud Intelligence.
  • Proven experience in driving IT service management and ITIL processes.
  • Strong knowledge of service operations, operational quality management, and service transition.
  • Supporting Quality activities/issues. Operations Management and Execution. Process and stakeholder management. English fluent.

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