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IT Service Delivery Expert
2 weeks ago
The IT Services Management Specialist plays a critical role in driving and coordinating ITSM practices across the Technology Office. This position is responsible for driving change and ensuring the consistent and effective delivery of IT services by embedding and maintaining best-practice ITIL processes.
Acting as a key liaison between Technology Office and stakeholders within the Institute, the role ensures that service delivery aligns with the Institute's objectives, supports operational efficiency, and promotes continuous improvement.
The IT Services Management Specialist will monitor service performance, facilitate service reporting, and support process maturity initiatives to uplift the quality and reliability of IT services within the Technology Office.
Key Responsibilities- Lead and execute a structured Incident Management process to ensure the timely identification, escalation, and resolution of major incidents, minimizing disruption to business operations.
- Coordinate response efforts across teams, maintain effective communication with stakeholders, and ensure transparency throughout the incident lifecycle.
- Deliver proactive and reactive Problem Management activities to identify, investigate, and resolve recurring issues that impact IT service stability and performance.
- Manage the change control queue, ensuring all change requests are assessed, prioritized, and implemented with minimal disruption to business operations.
- Manage the lifecycle of IT assets (hardware and software), ensuring accurate tracking, optimized utilization, and compliance to drive cost reduction and return on investment.
- Minimum of 5 years' hands-on experience operating in a mature ITSM function, with a strong focus on incident, problem, change, and asset management.
- ITIL v3 foundation certified and v4 foundation certificate (preferred).
- Demonstrated experience with IT service management (ITSM) tools (e.g. iVanti, ServiceNow, Jira Service Desk) and ITIL frameworks.
- Demonstrated understanding of ITIL principles and their practical application in improving service delivery and operational efficiency.
- Experience with end-to-end service mapping and managing a Service Catalogue, with a strong ability to interpret technical configurations and understand the relationships and dependencies between the IT assets that comprise the service.
- Proven ability to lead and support change initiatives by promoting ITSM best practices, driving process improvements, and influencing adoption of structured frameworks with resilience and adaptability.
