Intermediate Specialist, Service Management

Job Summary

The Intermediate Specialist within the Service Management plays a pivotal role in ensuring that IT services are delivered effectively and meet the needs of the business, in alignment with the ITIL framework. This position supports and optimizes end-to-end service lifecycle processes, primarily focusing on Service Operation and Service Transition, and contributes to Continual Service Improvement (CSI). The role acts as a facilitator and process steward, ensuring that service management practices are embedded, documented, measured, and continuously improved. Working under the guidance of the Team Lead, Service Management, this role coordinates the management of incidents, problems, service requests, and changes, ensures alignment with SLAs and OLAs, and contributes to the service catalog, CMDB, and process documentation. The specialist supports the Change Advisory Board (CAB), performs post‑incident reviews, and tracks performance trends using defined KPIs. The...