Technical Specialist – ITSM

Job Purpose: To drive strategic alignment, continuous improvement, and operational excellence in IT services by optimizing ITIL processes, ensuring compliance, and delivering exceptional value to stakeholders.Qualification: Bachelor’s degree in computer science, Information Technology, or a related field.Certification: ITIL Expert or ITIL Master Certification (Must), ISO 20000 (SMS) Certification (Must), PMP or PRINCE2 Practitioner (Optional)Experience: At least 10 years of experience in IT Service Management within large organizations, with a proven track record of managing and improving ITIL processes.Minimum 3 years of experience working with government entities, demonstrating an understanding of regulatory frameworks, compliance standards, and public sector dynamics.Responsibilities:

• Oversee the design, implementation, and optimization of ITIL processes such as Incident, Problem, Change, Configuration, and Service Level Management.
• Align IT services with the MSP program’s strategic goals and ensure continuous service improvement.
• Ensure services meet agreed SLAs and KPIs by managing resources, tools, and workflows effectively.
• Drive initiatives for operational excellence and adherence to ITSM best practices.
• Establish & optimize metrics and reporting systems to track service performance and identify areas for improvement.
• Identify areas of inefficiency in service management processes and implement automation or process redesigns.
• Conduct root cause analyses for recurring issues and recommend long-term solutions.
• Act as the primary liaison between IT teams, business units, and external vendors to ensure clear communication and delivery of services.
• Ensure compliance with organizational policies, government regulations, and IT governance standards.
• Lead audits and reviews to ensure IT services are delivered securely and in accordance with contractual agreements.
• Conduct training sessions and workshops to enhance team skills in ITIL and related frameworks.
• Lead and mentor IT service teams, fostering a culture of accountability, innovation, and customer focus.
• Evaluate vendor performance against SLAs and ensure effective contract management.
• Stay updated with emerging ITSM technologies and methodologies.
• Recommend and implement tools that improve service delivery efficiency, such as ITSM platforms (e.g., ServiceNow, BMC Remedy, Ivanti, etc.).

Mandatory:

• Understanding of cloud services, cybersecurity frameworks, and modern IT infrastructure.
• Strong knowledge of ITSM tools (BMC Remedy, ServiceNow, Ivanti)
• Good knowledge of IT Monitoring Tools like Solar Winds, Dynatrace, Nagios etc.