Information Technology Service Management (ITSM) Process Manager – Incident at SmartPosti

Rīga, , Latvia -

Full Time

Start Date

Immediate

Expiry Date

08 Oct, 26

Salary

0.0

Posted On

10 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Request Management, Problem Management, Knowledge Management, ITSM, KPI Monitoring, SLA Performance Tracking, Root Cause Analysis, Process Documentation, Service Integration and Management (SIAM), Stakeholder Coordination, Operational Governance, Continuous Improvement, Vendor Management, ITIL

Industry

Logistics;Transportation;Supply Chain and Storage

Description

We handle and deliver everything on your terms! SmartPosti is evolving and its transformation is built by a diverse pool of professionals from warehouse employees to artificial intelligence experts. In a international company, the range of possibilities is huge. Make SmartPosti your next big opportunity – join us to create the future SmartPosti! New role in our Riga team (full-time on-site job) We are looking for an Information Technology Service Management (ITSM) Process Manager, Incident, Request, Problem & Knowledge Management to help strengthen service quality, process consistency, and operational excellence in Posti’s Service Integration and Management (SIAM) / Service Operations organization. In this role, you will help shape daily ITSM operations and continuous improvement, supporting service quality, operational stability, and effective collaboration across internal teams and service providers. There can be occasional travelling in the role. Role purpose Your mission will be to coordinate daily ITSM operations and continuously improve Incident, Request, Problem, and Knowledge Management, helping ensure high-quality service delivery across teams and service providers. Key responsibilities Coordinate Incident, Request, Problem, and Knowledge Management Monitor Key Performance Indicators (KPIs) and ensure consistent handling, escalation, and follow-up Drive Problem Management maturity and root cause handling Improve Knowledge Management practices and content quality Maintain process documentation and communication materials Coordinate across Service Desk, technical teams, and vendors Support service provider onboarding to agreed practices Participate in operational governance meetings Provide process guidance, training, awareness, and support to process consumers Drive continuous process development to reflect our current and future needs Collect feedback, analyze performance, identify bottlenecks and propose improvements What we expect You have experience in Incident, Problem, Request, or Knowledge Management, or in related IT operations work. You are confident coordinating daily operations, tracking escalations, and following up performance across stakeholders. You bring strong analytical and documentation skills, a structured way of working, and a genuine interest in continuous improvement. You understand KPI-driven service management, including response and resolution times, SLA performance, ticket ageing, and reporting. You enjoy working in a service integration environment and collaborating with both internal and external providers. What we offer Official ITIL training and certification to enhance your career development Hybrid working model for a better work-life balance Opportunities for professional growth in IT Service Management (ITSM) and platform development A collaborative work environment with mentorship and career advancement opportunities Our common values – reliable, respectful, progressive - guide everything we do. Read more! We are SmartPosti, a forerunner of logistics in the Baltics. With the help of modern technology, companies and people can rely on effortless sending and collecting of parcels with us. Our strength comes from being part of something bigger. We are part of Posti, a modern and international logistics expert with nearly 400 years of experience. Today, we foster connections between people and companies by delivering information, emotions, and goods with 13,000 experts across the Nordic and Baltic countries. We ensure a smoother flow of everyday life for you, our customers and society, while building a more sustainable future for us all. We are building evolving and customer-centric SmartPosti with a diverse pool of professionals from warehouse workers to digital business developers. As a big company, the range of possibilities we offer is huge – also internationally. Join us to create the future SmartPosti!

Responsibilities

Coordinate daily ITSM operations focusing on Incident, Request, Problem, and Knowledge Management to ensure high-quality service delivery. Drive continuous process improvement, monitor KPIs, and collaborate with internal teams and external service providers.