Service Management Specialist

Overview

The Service Management Specialist is a seasoned subject matter expert responsible for high-level relationship management during delivery of a services engagement or an outsourced services solution, including deep dive analysis of operational performance and client satisfaction.

What you'll do

• Monitor operational performance metrics on a day-to-day basis.
• May assist with conducting analysis of operational performance metrics.
• Ensure that operational activities and problems are identified, recorded, monitored, and escalated for resolution.
• Act as a conduit for service management, working with relevant delivery teams to ensure optimal service delivery to regions.
• Support the investigation and management of the adoption of appropriate tools, techniques, and processes (including automation) for the management of systems and services.
• Collect and use feedback from clients and stakeholders to measure the effectiveness of stakeholder management.
• Maintain operational methods, procedures, and facilities in assigned areas of responsibility and review them regularly for effectiveness and efficiency.
• Ensure the continuous delivery of the service according to the service level agreement (SLA).
• Support the analysis of client satisfaction survey results and ensure the information is used to enhance service delivery in line with client expectations.
• Support the management of client satisfaction by ensuring services are delivered according to agreed service definitions, SLAs and other contracts.
• Conduct regular service reviews and apply service delivery improvements and change management processes to maintain service delivery.
• Support the identification of risks to service delivery and help identify and implement appropriate solutions or service improvement plans to reduce escalations and/or delivery impact and improve quality of service.
• Contribute to pre-sales processes by providing information on pain points and service delivery performance metrics.
• Work in collaboration with the transition team to ensure the transition of service contracts into operations.
• Perform any other tasks as required by senior leadership/management.

What you'll need

• Seasoned client engagement skills with the ability to support medium to high complexity engagements.
• Seasoned working knowledge of ITIL functions and relevant internal services operations and business metrics.
• Good quality orientation and ability to focus on detail, with an understanding of how it impacts the holistic service.
• Assertive in approach, displaying persuasion and influence ability.
• Seasoned understanding of the IT industry and standards for IT service management (PMBOK, Prince2, ITIL, COBIT frameworks).
• Excellent verbal and written communication skills, with the ability to interact with a variety of stakeholders.
• Skilled at solving problems and using initiative to drive innovation and identify potential opportunities within the accounts.
• Seasoned technical knowledge of relevant internal services offerings and associated platforms and processes.
• Seasoned exposure and working-level knowledge of IT technology domains including (but not limited to) Data Center, Networking, Security, Cloud, Collaboration.
• Seasoned understanding of emerging technology and trends impacting IT operations.
• Bachelor's degree or equivalent in information technology, computer science, or a related field.
• Seasoned demonstrable work experience gained within a large scale (preferably multinational) technology services environment.
• Seasoned demonstrable IT Infrastructure services operations experience gained within a large IT enterprise environment.
• Seasoned demonstrable vendor management experience.
• Seasoned experience in developing and implementing improvement plans and services.
• Seasoned previous experience in client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.

Nice to have

• Relevant professional certifications such as ITIL Expert, PMP (Project Management Professional), or other relevant certifications.

Details

• Location: Bangalore, India.
• Workplace type: Hybrid.