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 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.

For this role, we would expect you to be:
Customer Centric:
Services are viewed from the perspective of the customer or end user and you understand that delivering value and enhancing the user experience is central to effective service management. Process-Oriented and Detail-Focused:
You are structured in your approach, with a strong appreciation for process discipline, documentation, and continuous improvement. You take pride in delivering quality work. Analytic and Insightful:
You can interpret service data, detect trends, and make evidence-based recommendations. You are comfortable using metrics to measure service performance and drive change. Proactive and Accountable:
You take initiative to resolve issues, raise potential risks early, and follow through on commitments You own your responsibilities and actively seek ways to improve service delivery.

Duties & Responsibilities Manage and Support the full IT Service Management (ITSM) lifecycle, including Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement in alignment with ITIL best practices. Support ITSM Process Areas such as:
Incident Management, Problem Management, Change Management, Configuration Management, Request Fulfillment and Knowledge Management Promote adoption and adherence to ITSM processes through training, communication, and stakeholder engagement. Ensure effective service operation processes, including timely incident resolution, proactive problem management, and structured change management. Act as an escalation point for unresolved issues, supporting major incident and problem coordination, including root cause analysis (RCA) and post-incident reviews.

Analyze recurring incidents and known errors to identify trends and support proactive problem management. Work cross-functionally to design and implement service transition plans, ensuring new or updated services are operationally ready, supportable, and meet business requirements. Collaborate with service owners to ensure consistent, high-quality service delivery. Participate in release and deployment activities, establishing acceptance criteria for new or updated services to ensure they are properly transitioning into operations.

Ensure that operational processes support agreed service level agreements (SLAs) and Operational level agreements (OLAs) Facilitate and coordinate standard, normal, and emergency change requests according to approved change enablement procedures. Support the Change Advisory Board (CAB) by preparing agendas, evaluating change risks, assessing impacts, and capturing decisions and follow-ups. Participate in the design, development and maintenance of the service catalog and configuration management (CMDB) to ensure accuracy.

Assist in the configuration, maintenance, and enhancement of ITSM tools. Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy Major Incident Management and Follow Up Lead the end-to-end Major…