Garrett - Advancing Motion
JOB DESCRIPTION
Position Summary:
The IT Service Specialist plays a crucial role in ensuring the smooth operation of technology systems within the organization.
Their primary focus is on controlling Service Level Agreements (SLAs) and enhancing services provided by external key vendors. Here are the key responsibilities:
SLA Management: Monitor and enforce SLAs with external vendors to ensure timely service delivery, adherence to quality standards, and efficient incident resolution.
Vendor Collaboration: Collaborate closely with external service providers to optimize service offerings, address gaps, and drive continuous improvement.
Service Enhancement: Identify areas for service enhancement and work proactively to improve the quality, reliability, and efficiency of IT services.
Problem Resolution: Investigate and resolve escalated incidents, ensuring minimal impact on business operations.
Performance Metrics: Track and analyze performance metrics related to service delivery, response times, and customer satisfaction.
Documentation: Maintain accurate documentation related to SLAs, vendor contracts, and service improvement initiatives.
Stakeholder Communication: Communicate effectively with internal stakeholders, ensuring alignment between business needs and vendor services.
Risk Mitigation: Identify and mitigate risks associated with vendor services, ensuring compliance with organizational policies.
In summary, the IT Service Specialist is a pivotal role that bridges the gap between external vendors and the organization, ensuring seamless service delivery and continuous improvement.
Key Responsibilities:
2.1
• Develop and implement a comprehensive service management framework to ensure service delivery aligns with business objectives.
• Compile and analyze reports on customer service metrics and trends, providing valuable insights to management.
• Lead the setup, implementation, and governance of Service Integration and Management (SIAM) frameworks.
• Provide inputs for annual operating plans and contribute to effective financial planning and management.
2.2
• Enforce efficient management and governance practices to maximize value from service providers.
• Enforce and govern vendor management services by reviewing the SOW and manage monthly resource billing along with invoice review with respective stakeholders.
• Monitor and govern agreed SLA’s and KPI’s of service providers along with leadership on a weekly/monthly and quarterly basis.
• Establish and chair management operating systems (MOS) to review process and operational performance at various levels.
• Provide subject matter expertise and leadership in service management, including change management, release management, major incident management, service level management, continual service improvement, and problem management.
2.3
• Drive ServiceNow integration across multiple processes, ensuring seamless functionality and efficiency.
• Engage IT process owners in governance activities, including Change, Release, Major Incident, SLM, and Problem Management.
• Oversee IT audits and maintain audit findings for platforms/services, facilitating audit response and corrective actions.
• Propose changes to enhance policy and procedure documentation in collaboration with stakeholders.
• Conduct education, training, and workshops on ITSM processes and tools for vendors and clients.
Education:
Bachelor’s degree in Information Technology or related, or equivalent experience
Experience:
3-5 years of experience in service management roles, preferably in a large-scale organization.
Key Skills:
Technical Skills:
Strong expertise in IT Service Management (ITSM) frameworks and methodologies
Experience with asset management, including hardware and software asset disposal processes are highly desirable
Good skills in ServiceNow or similar ITSM platforms, PowerBi
Process analysis and optimization for identifying automation opportunities
Certification in ITIL or related disciplines is highly desirable.
SoftSkills:
Leadership: Ability to inspire and guide the team, foster a collaborative work environment, and lead by example.
Communication: Excellent verbal and written communication skills to convey complex technical concepts clearly to both technical and non-technical stakeholders.
Problem-solving: Strong analytical and critical thinking skills to identify and address challenges in automation and innovation projects.
Adaptability: Willingness to embrace change and adapt to evolving technologies and business needs.
Creativity: Capacity to think outside the box and come up with innovative solutions to improve processes and user experiences.
Collaboration: Adept at working with cross-functional teams, building relationships, and promoting a teamwork-oriented approach.
Time Management: Effective time management and prioritization skills to handle multiple projects and tasks simultaneously.
Influencing Skills: Ability to influence stakeholders and gain buy-in for automation initiatives and process improvements.
Empathy: Understanding the needs and perspectives of end-users to design automation solutions that enhance their experiences.
Continuous Learning: Eagerness to stay updated with the latest industry trends, technologies, and best practices in automation and innovation.
