Job Description
We are looking for an experienced IT Service Management (ITSM) Specialist to lead and improve IT service processes across support, infrastructure, and operations teams. This role plays a key part in defining how IT services are delivered, measured, and continuously improved. You will own ITSM tools, workflows, and standards while working closely with technical teams and stakeholders.
Key Responsibilities
Own and govern ITSM processes across the organization
Act as product owner for the ITSM platform such as Freshservice, ServiceNow, or similar tools
Define, track, and report on SLAs, OLAs, and service performance metrics
Build and execute an ITSM improvement roadmap
Design, implement, and optimize workflows to improve efficiency and user experience
Provide training, guidance, and coaching to IT teams and business stakeholders
Coordinate with internal teams and third-party service providers
Drive a culture of continuous improvement within IT operations
Qualifications
At least 5 years of experience implementing or managing ITSM frameworks in a large or complex IT environment
Strong knowledge of ITIL principles, ITIL 4 certification preferred
Hands-on experience with ITSM tools such as Freshservice, ServiceNow, Jira Service Management, or similar platforms
Project management experience; PMP or PRINCE2 certification is an advantage
Familiarity with DevOps practices and IT service continuity planning
Strong communication and stakeholder management skills
Experience working with international or cross-functional teams is a plus
