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 ITIL (Information Technology Infrastructure Library) framework. This position is responsible for supporting and optimizing end-to-end service lifecycle processes - primarily focusing on Service Operation and Service Transition phases, with a strong contribution to Continual Service Improvement (CSI).
The role acts as a key facilitator and process steward, ensuring that service management practices are embedded, documented, measured, and improved continuously. Working under the guidance of the Team Lead, Service Management, this role coordinates the management of incidents, problems, service requests, and changes. It ensures that service delivery aligns with defined SLAs and OLAs and contributes to building and maintaining the service catalog, configuration management database (CMDB), and process documentation. The specialist supports the Change Advisory Board (CAB), performs post-incident reviews, and enables the ability to track performance trends using defined KPIs.
This role requires the ability to work cross functionally, collaborating with technical teams, support staff, vendors and business stakeholders to ensure seamless service delivery. The specialist ensures adherence to ITIL best practices while tailoring processes to the organizations needs, with constant focus on service quality, efficiency, compliance, and customer satisfaction. The Intermediate Specialist will also contribute to the development of training awareness campaigns, and process maturity assessments. This position is integral to advancing the organization’s service management maturity and driving value through improved IT-business alignment, service reliability and customer experience.
Duties & Responsibilities:

Please refer the Job description for details