Position: Sr Specialist IT Service Mgmt
Reports to: Sr Mgr Service Mgmt
Department / Function: Information Services, Tech Ops
Location: Mexico - remote
Countries in scope: global
Role Overview:
The Sr. IT Service Management Specialist is responsible for overseeing and optimizing IT service delivery. This role ensures that IT services meet business needs, enhance operational efficiency, and align with industry best practices. The specialist will lead the implementation of IT Service Management (ITSM) processes, tools, and frameworks, while also managing service quality, performance, and continuous improvement initiatives.
Accountabilities:
Responsibilities / Outcomes Expected:
- Implement and Manage ITSM Processes: Develop, implement, and manage ITSM processes such as incident, problem, change, and service level management to ensure efficient and effective IT service delivery.
- Service Quality Assurance: Conduct regular quality assurance checks, monitor service performance, and analyze metrics to identify areas for improvement and ensure compliance with service level agreements (SLAs).
- IT Governance and Compliance: Support IT governance and audit requirements by ensuring adherence to regulatory standards and internal policies related to IT service management.
- Continuous Improvement: Lead continuous improvement initiatives by identifying process inefficiencies, recommending solutions, and implementing best practices to enhance service delivery.
- Stakeholder Collaboration: Collaborate with cross-functional teams, including business units and IT departments, to understand service requirements, address issues, and ensure alignment with business objectives.
Key Deliverables:
- Service Level Agreements (SLAs): Establish and maintain SLAs and KPIs with internal and external stakeholders to ensure clear expectations and performance standards for IT services.
- ITSM Process Documentation: Develop comprehensive documentation for all ITSM processes, including workflows, procedures, and guidelines, to ensure consistency and compliance.
- Incident and Problem Resolution: Lead the resolution of high-impact incidents and problems, ensuring timely communication and effective solutions to minimize business disruption.
- Continuous Improvement Plans: Develop and implement continuous improvement plans based on performance data, feedback, and industry best practices to enhance IT service delivery and customer satisfaction
Qualifications:
Knowledge, skills, abilities:
- Process Design and Optimization: Ability to design, implement, and optimize ITSM processes to ensure consistency and efficiency. This involves understanding process mapping, identifying bottlenecks, and implementing continuous improvement strategies.
- ITIL Framework Proficiency: Proficient in the Information Technology Infrastructure Library (ITIL) framework, understanding the five stages of the IT service lifecycle, and applying ITIL practices to improve service quality and minimize downtime.
- Analytical and Problem-Solving Skills: Strong analytical skills to troubleshoot technical issues, perform root cause analysis, and implement sustainable solutions. This ensures minimal disruptions and enhances service reliability.
- Communication and Collaboration: Excellent communication skills to effectively convey technical information and collaborate with internal teams, clients, and stakeholders. This competency is crucial for ensuring seamless service delivery and addressing service-related issues.
- Technical Knowledge: Solid technical knowledge of industry platforms, applications, and systems, including familiarity with ITSM tools such as Configuration Management Database (CMDB) and help desk software. This knowledge is essential for managing and optimizing IT service
- Education: A bachelor's degree in computer science, information technology, or a related field is typically required. Advanced certifications such as ITIL, TOGAF, or PMP are highly desirable.
- Experience: A minimum of 5-7 years of experience in IT service management or a related field, with a proven track record of implementing and managing ITSM processes. Experience in a consumer packaged goods company or a similar industry is preferred
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