About the job
Join our dynamic SIAM Service Management team as a Service Management Specialist, where your hands-on approach and adaptability will be vital in providing extensive operational support across various ITIL practices. This role is ideal for an individual who thrives in diverse environments, quickly assimilates new information, and can pivot between different capability areas as business needs shift. Rather than being confined to a single process, you'll play a crucial role in maintaining service stability, enhancing operational consistency, and fostering collaboration among teams and suppliers. This is a practical, delivery-oriented position perfect for someone eager to make impactful contributions across the entire service management spectrum.
Key Responsibilities
- Deliver hands-on assistance across a spectrum of ITIL practices in response to operational demands.
- Step into various capability areas (e.g., Incident, Request, Problem, Change, Reporting, CI) to provide immediate support during peak times, backlogs, or service challenges.
- Quickly adapt to new processes, tools, and stakeholder groups as priorities change.
- Support daily service management tasks to ensure stable and well-governed operations.
- Participate in the Major Incident on-call rota, offering out-of-hours support for service restoration as necessary.
- Maintain accurate records, documentation, and process artifacts across supported practices.
- Ensure consistent application of service management standards, procedures, and governance models across a multi-supplier environment.
- Create clear service reports, dashboards, and performance insights to aid decision-making.
- Analyze service data to identify trends, risks, and areas for improvement.
- Spot improvement opportunities through data analysis, feedback, and operational insights.
- Assist in the delivery and integration of improvement initiatives across teams and suppliers.
- Encourage a culture of service excellence and continuous enhancement.
- Build strong working relationships with internal teams, third-party suppliers, and service owners.
- Communicate effectively to ensure clarity around expectations and outcomes.
- Support governance forums and workshops by preparing materials, tracking actions, and facilitating clear communication to promote alignment and informed decision-making.

