IT Service Management Specialist
hace 1 mes
We are currently seeking a highly skilled and motivated individual to fill the position of IT Service Management Specialist. As a key member of our team, you will be responsible for driving holistic IT service management, encompassing all ITIL processes, service operations, operational quality management, continual service improvement, and supplier operational governance.
Key Responsibilities:- Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered often on 24X7 basis as per shifts.
- Manage a service operation 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 the Service quality across TT.
- Drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs.
- Deliver on IT Service Management for specific tower/service line across ITIL process, Service Operations along with continual service improvement and supplier operational governance.
- 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.
- Manage a service operations with standardized services, processes, and tools to provide efficient, high-quality services.
- This role will analyze and identify improvement opportunities in existing processes, procedures, and drive for improvement using Six Sigma, Process simplification or Automation.
- Provide analytical report for an actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets.
- This role also needs to 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 the Configuration and Asset Mgmt. System.
- Alternatively, also 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 the NVS vendors to defined governance structure and ensure expected value is delivered.
Salary: €85,000 - €95,000 per annum (dependent on experience) + benefits package, including health insurance, pension scheme, and 25 days annual leave.
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