Job Summary: 

• Primary point of contact and ownership for customer escalations and complaints.
• Develop and maintain strong relationships with senior stakeholders and internal customers.
• Drive a continual service improvement and service-oriented culture.
• Ensure adherence to and management of contractual obligations, including compliance reviews, security reviews, and SLA management.
• Proactively identify and progress service improvements for the benefit of the organization and its customers.
• Work and collaborate with senior stakeholders to initiate long-lasting change and deliver improvements.
• Conduct service reviews and provide reporting to customers on service performance, including reviews of technology performance (OKRs and KPIs).
• Support and manage competing priorities between service and project commitments.
• Onboard and manage valued cloud support customers.
• Monitor Service Credits due through performance monitoring.

Skills on Resume: 

• Escalation Management (Soft Skills)
• Stakeholder Relationships (Soft Skills)
• Service Improvement (Soft Skills)
• Contract Compliance (Hard Skills)
• Security and SLA (Hard Skills)
• Change Management (Soft Skills)
• Service Reporting (Hard Skills)
• Customer Onboarding (Hard Skills)

Job Summary: 

• Ensure the security-relevant content of IT architecture and consider information security and data protection during the design and implementation of solutions.
• Ensure that the GDPR is implemented and complied with.
• Contribute to the continuous improvement of regulations for data protection and information security.
• Ensure the necessary awareness and training in information security among employees and managers.
• Coordinate and accompany the implementation of inspections and audits.
• Conduct regular analyses of protection requirements, risks, and weaknesses and develop technical concepts and tests.
• Ensure effective delivery, service improvement, and cost reduction through continuous improvement.
• Develop recommendations to reduce delivery costs and improve service levels, especially through the use of CW to improve processes and workflows.
• Coordinate with the NOC team to identify recurring and global issues that could be prevented with automation.
• Ensure adherence to internal and customer policies and standards.

Skills on Resume: 

• Information Security (Hard Skills)
• Data Protection (Hard Skills)
• GDPR Compliance (Hard Skills)
• Security Awareness (Soft Skills)
• Audit Coordination (Hard Skills)
• Risk Analysis (Hard Skills)
• Service Improvement (Soft Skills)
• Process Automation (Hard Skills)

Job Summary: 

• Ensure prompt and correct adherence to agreed service processes and provide regular service level and management reporting.
• Ensure the quality of service provision and resolve all service tickets successfully to the satisfaction of all involved parties.
• Manage client accounts concerning contractual requirements.
• Deliver against client SLAs, specifically service availability and incident resolution.
• Monitor client satisfaction ratings, identify service gaps, and implement improvement plans.
• Forge and maintain excellent relations with internal and external clients.
• Contribute occasionally to business development, product development, client consultancy, or product implementation projects.
• Provide timely and accurate communication and reports to management, colleagues, and clients, including the appropriate escalation of issues.
• Produce and maintain service delivery documentation to accurately reflect service delivery and support processes.
• Use the provided software tools correctly in executing daily live services tasks, such as JIRA, Wikis, SharePoint, and knowledge bases.
• Use the provided support tracking tools effectively in the support process.
• Participate in and run internal and external stakeholder meetings related to supported services.

Skills on Resume: 

• Service Process Adherence (Hard Skills)
• Service Quality (Soft Skills)
• Account Management (Soft Skills)
• SLA Management (Hard Skills)
• Client Satisfaction (Soft Skills)
• Issue Escalation (Soft Skills)
• Service Documentation (Hard Skills)
• Tool Utilization (Hard Skills)

Job Summary: 

• Ensure continuous improvement and optimization of processes, sub-processes, and structures within service delivery.
• Manage service disruptions by applying both escalation and de-escalation strategies.
• Evaluate delivery performance and implement measures to enhance capabilities.
• Direct and coordinate operational processes to ensure effective delivery of services.
• Oversee service operations projects and design IT operations frameworks for long-term success.
• Engage in customer meetings, handle escalations, and maintain proactive communication in alignment with Operations Managers.
• Track and manage budgets as well as monthly expenditures linked to support and continuous improvement.
• Lead formal Monthly and Quarterly Service Review sessions with stakeholders.
• Produce regular reports that monitor agreed KPIs and performance against SLAs.
• Collaborate with IT Managers across the organization to strengthen service partnerships.
• Drive operational excellence by aligning resources, processes, and customer expectations.

Skills on Resume: 

• Process Optimization (Hard Skills)
• Escalation Management (Soft Skills)
• Performance Evaluation (Hard Skills)
• Operational Coordination (Soft Skills)
• Service Operations (Hard Skills)
• Customer Communication (Soft Skills)
• Budget Management (Hard Skills)
• KPI Reporting (Hard Skills)

Job Summary: 

• Lead and oversee a global support organization covering Service Desk, Desktop Support, Application Support, and Service Operations.
• Collaborate with business stakeholders to align IT services with their strategic goals and plans.
• Own the management of major incidents and serve as the escalation point for Technology and Operations.
• Ensure smooth transition of new or modified IT services by working with business change, IT projects, and stakeholders.
• Plan proactively for upcoming IT changes and project implementations.
• Contribute actively to IT Service Review meetings and related management processes.
• Guide and mentor staff by setting development plans that encourage progression and technical certification achievements.
• Manage critical service disruptions by executing major incident management responsibilities.
• Oversee IT Service Management functions, including Incident, Problem, and Escalation handling.
• Coordinate resourcing and arrange backfill to maintain service continuity.
• Promote best practices in IT service operations to ensure efficiency and stability.

Skills on Resume: 

• Global Support Leadership (Soft Skills)
• Stakeholder Collaboration (Soft Skills)
• Incident Management (Hard Skills)
• Service Transition (Hard Skills)
• IT Change Planning (Hard Skills)
• Staff Development (Soft Skills)
• Service Continuity (Hard Skills)
• IT Service Operations (Hard Skills)

Job Summary: 

• Manage all site-based IT capabilities and work with IT partners, key site contacts, and suppliers to oversee IT work at assigned sites.
• Be accountable for site support functions performed by augmented or service partner staff.
• Serve as the first point of contact for IT operational problems at a site.
• Provide work estimates, oversight, and service management deliverables, including service levels and key performance indicators.
• Manage operational duties associated with all site-based IT capabilities and services for assigned geographical sites.
• Maintain close relationships with IT partners, key site contacts, and suppliers to ensure effective operation of IT capabilities and services at a site.
• Accountable for site support at assigned sites, performed by augmented or service partner staff.
• Manage the lifecycle of all incidents at a site to restore IT services to users as quickly as possible.
• Manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate IT work estimates and provide oversight.
• Contribute to financial management and budgeting for IT work.

Skills on Resume: 

• Site IT Management (Hard Skills)
• Vendor Coordination (Soft Skills)
• Incident Resolution (Hard Skills)
• Service Oversight (Hard Skills)
• SLA Management (Hard Skills)
• Partner Relations (Soft Skills)
• Operational Support (Hard Skills)
• Budget Management (Hard Skills)

Job Summary: 

• Deliver and provide inputs for agreed service measurements and reporting for service management.
• Coordinate the timely delivery of inputs into reporting packs.
• Recommend improvements to the existing management information (MI).
• Add value to MI with appropriate analysis and commentary.
• Serve as an operational contact and interface for services being delivered, including escalation and leading response and resolution.
• Own incidents from start to end regardless of escalation, and reduce technical escalations.
• Proactively seek service improvements within the scope of services provided to internal clients, manage them through to implementation, and measure and communicate the improvements.
• Assist service teams with resolving day-to-day service management issues and problems.
• Coordinate platform teams and cross-department problem-solving.
• Contribute to the definition of service level agreements (SLAs) and underpinning contracts.

Skills on Resume: 

• Service Reporting (Hard Skills)
• Data Analysis (Hard Skills)
• Incident Ownership (Hard Skills)
• Escalation Management (Soft Skills)
• Service Improvement (Soft Skills)
• Issue Resolution (Soft Skills)
• Cross-Team Coordination (Soft Skills)
• SLA Definition (Hard Skills)

Job Summary: 

• Lead and manage the activities of the Managed Services team to ensure effective operations.
• Collaborate with the Operations Management Team to identify and implement process improvements.
• Administer and oversee the ConnectWise Manage Service Management platform for efficiency and accuracy.
• Partner with Operations Management to design and maintain a balanced scorecard for performance measurement.
• Evaluate current systems and provide recommendations for enhancements or replacements.
• Assist the Operations Director and Service Delivery Team in the execution of major initiatives.
• Monitor project schedules, including tasks, milestones, deliverables, and deadlines.
• Identify, assess, and manage risks tied to resources, requirements, deliverables, and budgets.
• Direct client IT projects to ensure successful completion within agreed timeframes and costs.
• Maintain oversight of vendor agreements and ensure all related documentation is current.
• Measure vendor performance against SLAs to confirm compliance and drive continuous improvement.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Process Improvement (Soft Skills)
• Platform Administration (Hard Skills)
• Performance Measurement (Hard Skills)
• System Evaluation (Hard Skills)
• Project Management (Hard Skills)
• Risk Management (Hard Skills)
• Vendor Management (Hard Skills)

Job Summary: 

• Be responsible and accountable for the execution and delivery of programmes or projects in support of business strategy and objectives.
• Develop programme or project plans, work breakdown structures, resourcing requirements, and budgets to support successful execution and delivery.
• Ensure governance frameworks are in place, clearly understood by the team, and actively applied to provide effective checks and balances for delivery.
• Provide strategic guidance to programmes, IT teams, and business stakeholders to ensure on-time and on-budget delivery.
• Partner with the business to align delivery with stakeholder expectations.
• Communicate status, risks, issues, and decisions early and often to drive successful outcomes.
• Manage interdependencies across programmes to avoid adverse impacts on budgets, milestones, or RAG status.
• Mitigate risks through a robust risk management framework (RME/KRIs or RAID), proactively managing them to minimise Red or Amber status.
• Deliver high-quality, transparent programme-level reporting that supports governance decision-making, highlighting risks, issues, budgets, forecasts, and interdependencies.
• Manage programme budgets, including resources and scope, ensuring variances remain within +/- 5% of the original forecast unless reallocation of funding is formally approved.

Skills on Resume: 

• Programme Delivery (Hard Skills)
• Project Planning (Hard Skills)
• Governance Frameworks (Hard Skills)
• Strategic Guidance (Soft Skills)
• Stakeholder Alignment (Soft Skills)
• Risk Management (Hard Skills)
• Programme Reporting (Hard Skills)
• Budget Management (Hard Skills)

Job Summary: 

• Accountable for the Service Delivery team’s overall performance and ensure the timely resolution of Service Requests and Incidents within SLA commitments.
• Keep team processes and procedures current, ensuring they support both efficient work execution and accurate performance reporting.
• Oversee the full lifecycle of end-user devices, managing assets such as laptops, mobiles, tablets, and peripherals, while planning budgets for refresh cycles and ensuring secure asset disposal.
• Guide the Service Delivery team in maintaining consistency, service standardization, and adherence to best practices.
• Evaluate performance and customer interactions to confirm service excellence and satisfaction.
• Build collaborative relationships across departments and address evolving end-user requirements.
• Lead, inspire, and develop team members to achieve high performance.
• Engage senior management and stakeholders with updates on project progress and service delivery outcomes.
• Participate directly in client-facing conversations and delivery of projects, including ERP, Oracle IP, system upgrades, rollouts, and integrations.
• Coordinate group-wide resources effectively to ensure alignment and maximize collaboration.

Skills on Resume: 

• Service Delivery (Hard Skills)
• Process Management (Hard Skills)
• Asset Management (Hard Skills)
• Service Standards (Soft Skills)
• Customer Satisfaction (Soft Skills)
• Cross-Department Collaboration (Soft Skills)
• Team Leadership (Soft Skills)
• Project Delivery (Hard Skills)

Job Summary: 

• Work closely with Account Directors to form virtual client teams and manage client accounts, ensuring timely renewals.
• Produce, manage, and maintain the client’s service operations manual, outlining key contact points, SLAs, escalation paths, and bespoke operational procedures.
• Ensure contracted deliverables from the service offering are provided within the agreed service level agreements.
• Act as an escalation point to ensure appropriate functional activities are carried out to resolve issues.
• Ensure Root Cause Analysis is performed to drive improvements within the client’s business.
• Identify and highlight additional service opportunities and associated revenue streams to Account Directors through ongoing client interaction and knowledge of the Managed Service Catalogue.
• Partner with a team of Service Managers to establish and continually improve service management best practices across RMD IT.
• Leverage Scrum, Agile, and DevOps practices to manage daily priorities and ensure alignment with Engineering development execution needs.
• Support change control best practices and lead the process for assigned areas.
• Develop and maintain strong internal partner relationships and advocate for their needs.
• Support programs and pursuits through occasional international and domestic travel.

Skills on Resume: 

• Client Account Management (Soft Skills)
• Service Documentation (Hard Skills)
• SLA Management (Hard Skills)
• Issue Escalation (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Service Opportunities (Soft Skills)
• Best Practices (Soft Skills)
• Agile Delivery (Hard Skills)

Job Summary: 

• Support the Statement of Work (SOWs) and Software Quality Solutions in collaboration with the Principal Consultant, meeting client engagement needs (New vs Existing Clients).
• Manage multiple customers and teams and support individuals in complex delivery environments.
• Drive the delivery of Quality Assurance solutions across multiple projects.
• Drive culture, values, and inspire teams.
• Negotiate terms and contracts with clients.
• Act as a primary escalation point for the clients and resolve critical situations through effective communication with clients and internal project teams.
• Ensure scope, cost, schedule, and resources meet contractual deliverables.
• Form and norm software delivery teams, including taking responsibility for onboarding, offboarding, and rotations.
• Coach teams on practice, communication, and culture while identifying opportunities for personal growth for team members.
• Contribute to the ideation and execution of Inspired Testing’s delivery strategy and initiatives.
• Track project tasks, milestones, deliverables, and key dates.
• Manage risks and expectations across resourcing, deliverables, requirements, and, at times, budgets.

Skills on Resume: 

• SOW Support (Hard Skills)
• Client Management (Soft Skills)
• Quality Assurance Delivery (Hard Skills)
• Team Leadership (Soft Skills)
• Contract Negotiation (Soft Skills)
• Issue Escalation (Soft Skills)
• Project Delivery (Hard Skills)
• Team Coaching (Soft Skills)

Job Summary: 

• Support the operational, reporting, analytical, and insight generation aspects of service delivery, aimed at generating exceptional client value.
• Leverage people, process, and technical expertise to identify opportunities for quality and process design improvement to support the three fundamental outcomes - Faster, Cheaper, Better, while upholding the company’s social impact mission.
• Promote a culture of quality customer service in the organization.
• Initiate and develop partnerships with customers and customer success managers to define and evaluate service performance outcomes.
• Liaise with senior stakeholders in other functions on key dependencies and identify/create synergies for optimal client experience.
• Identify and incorporate the interests and needs of customers in business process design.
• Ensure that the organization’s systems, processes, policies, and programs respond to customer needs.
• Contribute to the transformational agenda and support all company growth initiatives.
• Lead change, manage, and escalate risks arising from the transition of new planning processes.
• Monitor operational risk across planning processes and escalate key risks to the right forums.

Skills on Resume: 

• Service Analytics (Hard Skills)
• Process Improvement (Hard Skills)
• Customer Service (Soft Skills)
• Client Partnerships (Soft Skills)
• Stakeholder Management (Soft Skills)
• Customer-Centric Design (Soft Skills)
• Change Management (Soft Skills)
• Risk Escalation (Hard Skills)

Job Summary: 

• Build, develop, and manage a team of consultants responsible for completing client deliverables.
• Ensure project success by authentically getting to know consultants to understand what motivates them to perform at remote client locations.
• Anticipate potential red flags that may indicate downturns in on-site performance and implement strategies to address them before any downturn occurs.
• Build and manage relationships with consultants by maintaining frequent and direct contact via telephone, email, video conferencing, and in person to retain them within the organization.
• Provide career path planning and coaching to ensure consultant job satisfaction and professional growth within the organization.
• Complete formal annual performance reviews and frequent informal reviews, and provide relevant feedback to the consultant roster.
• Coordinate activities and tasks for consultants.
• Direct and manage the overall and day-to-day execution of consultant projects to ensure quality work products, solutions, and deliverables.
• Identify, define, develop, and implement negotiation techniques to address financial and other concerns or requests from consultants, achieving a balance of company cost savings and consultant needs through critical assessment before taking action.
• Stay aware of other companies’ IT functions, especially in the financial sector.
• Deal effectively with outside contacts and vendors.

Skills on Resume: 

• Team Management (Soft Skills)
• Consultant Engagement (Soft Skills)
• Performance Monitoring (Hard Skills)
• Relationship Building (Soft Skills)
• Career Coaching (Soft Skills)
• Performance Reviews (Hard Skills)
• Project Coordination (Hard Skills)
• Negotiation Skills (Soft Skills)

Job Summary: 

• Liaise directly with the risual Managed Services team and clients, forge and maintain excellent communication links and relationships, and ensure delivery of quality service and high levels of care to risual clients.
• Run client service review meetings, create performance reports and presentations, and track service improvements, quality, and processes.
• Manage service transition and associated onboarding of clients into Risual Managed Services.
• Define, document, and agree on Service Level Agreements (SLAs) with clients.
• Own and run a continual service improvement programme of works.
• Ensure services are delivered against contracted SLAs and KPIs and reviewed with clients regularly.
• Act as the key escalation point and take responsibility for ensuring satisfactory outcomes.
• Ensure systems, processes, and methodologies are followed as specified to enable effective monitoring, control, and support of service delivery.
• Produce detailed, regular reports for both external clients and internal requirements.
• Track account profitability and ensure customer value is delivered.
• Ensure service delivery is aligned with and delivered according to the ITIL framework and ISO2000 certification standards.

Skills on Resume: 

• Client Communication (Soft Skills)
• Service Reporting (Hard Skills)
• Service Transition (Hard Skills)
• SLA Management (Hard Skills)
• Service Improvement (Soft Skills)
• Issue Escalation (Soft Skills)
• Process Compliance (Hard Skills)
• Account Profitability (Hard Skills)

Job Summary: 

• Determine, in conjunction with the department lead, specific Service Provider and Service Partner commercial and service strategies.
• Develop clear contractual documents, service level exhibits, and key performance indicators and metrics in conjunction with the department lead.
• Develop and maintain close working relationships with Service Provider and Service Partner staff.
• Control and manage regular Service Provider and Service Partner monthly service reviews to monitor actual performance.
• Ensure SLA performance and confirm that the Service Provider and Service Partner consistently deliver contracted services and support.
• Take action to prevent and address Service Provider and Service Partner underperformance.
• Ensure that effective management and process controls are in place to produce and deliver service reports to agreed timescales.
• Monitor customer satisfaction and perception of service with key business stakeholders.
• Manage the financial performance of Service Providers and Service Partners.
• Drive improved performance from Service Providers and Service Partners and manage commercial dispute resolution with counsel from business stakeholders.
• Ensure adherence to Service Provider and Service Partner metrics for reporting commercial and service performance, and establish provisions where not in place.
• Develop risk assessments with Service Providers and Service Partners and maintain and drive forward risk mitigation plans and continuity planning.
• Work with Service Providers and Service Partners to develop offerings that automate, reduce costs, and improve efficiency through Service Improvement Plans.

Skills on Resume: 

• Service Strategy (Hard Skills)
• Contract Management (Hard Skills)
• Partner Relationships (Soft Skills)
• Performance Monitoring (Hard Skills)
• SLA Management (Hard Skills)
• Service Reporting (Hard Skills)
• Financial Management (Hard Skills)
• Risk Mitigation (Hard Skills)

Job Summary: 

• Responsible for the end-to-end delivery of the service to the business and to end customers.
• Ensure that all inbound services have clearly defined boundaries and that suitable SLAs are in place and met.
• Ensure that OLAs are in place for internal services and that they support competitive customer-facing SLAs.
• Conduct service reviews with the business, external customers, and suppliers.
• Develop a release strategy to transition from serialized waterfall release cycles to a continuous delivery model suitable for modern cloud-native services.
• Manage and prioritize continuous improvement backlogs to ensure end-to-end services remain in support and aligned with business needs.
• Define and deliver a strategy for service management, ensuring that the right tooling is in place and aligned with corporate standards and industry best practices.
• Review and manage change management strategy and governance to ensure required quality standards are met with minimal delivery friction.
• Review and manage IT operating models to ensure efficiency, automation, and alignment with corporate standards and industry best practices.
• Define performance benchmarks and KPI reporting for key service elements and provide the board and customers with regular, transparent service status updates.
• Work with project portfolios, including large-scale digital transformation programs, to ensure delivered products are production-ready and that service transition to live processes is well defined, effective, and delivers quality outcomes.
• Manage the overall release strategy, ensuring portfolio priorities are correct, delivery cadence is achieved, and schedule changes are effectively managed.

Skills on Resume: 

• Service Delivery (Hard Skills)
• SLA Management (Hard Skills)
• Service Reviews (Soft Skills)
• Release Management (Hard Skills)
• Continuous Improvement (Soft Skills)
• Service Strategy (Hard Skills)
• Change Governance (Hard Skills)
• KPI Reporting (Hard Skills)

Job Summary: 

• Serve as the primary point of contact for all operational issues with cloud and cyber managed service providers, including governance, Master Service Agreements (MSAs), Statements of Work (SOWs), and contractual issues.
• Act as a business partner in developing and owning strong relationships with internal and external stakeholders to ensure effective implementation of technical solutions and business outcomes.
• Own the ITIL processes of Incident, Problem, Change, and Release Management, ensuring high performance, accurate reporting and documentation, and initiating service improvement activities.
• Lead the implementation, monitoring, and controls framework for service delivery by ensuring systems, methodologies, policies, and procedures are in place and followed, addressing escalations, and driving problem resolution within service towers.
• Champion service and support in projects, developing a strong understanding of project impacts, and ensuring service impact is minimized and agreed upon.
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
• Analyze IT service management performance, identify problem areas, and deliver solutions to enhance service quality and prevent future problems.
• Work with internal and third-party teams to ensure actions are completed to protect and improve services while ensuring seamless operations delivery.
• Act as an ambassador for IT by building relationships across the business, communicating effectively on IT matters, and fostering dialogue between departments.
• Ensure documentation for all projects is created and maintained to facilitate proper change controls and governance.
• Ensure business processes and complex technical specifications are properly documented, stored in appropriate systems, and kept up to date.
• Ensure system configuration documentation is created and maintained, including procedural manuals, training videos, and best practice documents.

Skills on Resume: 

• Cloud Service Management (Hard Skills)
• Stakeholder Relationships (Soft Skills)
• ITIL Processes (Hard Skills)
• Service Governance (Hard Skills)
• Project Support (Soft Skills)
• Service Reviews (Soft Skills)
• Performance Analysis (Hard Skills)
• Documentation Management (Hard Skills)

Job Summary: 

• Lead the development of ITSM processes, governance models, metrics, measurements, and process integration with overall accountability for design, execution, and continual improvement.
• Define and lead ITSM process improvement roadmaps, both short and long term, to align IT and facilitate business outcomes.
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Ensure that service delivery processes can support internal and external audits.
• Lead the effort to build an effective CMDB to quickly identify impact.
• Define, develop, document, and implement processes and procedures, and drive effective implementation and management of the following management practices: Service Level Management, Incident and Service Request Management, Problem Management, Change Management, Knowledge Management, Continual Improvement, Service Design, CMDB Development, and Technology Vendor Management.
• Manage the preparation, review, and revision of contracts.
• Manage vendor performance against established targets and work with vendors to ensure critical delivery, quality, and performance objectives are achieved.
• Hold vendors accountable to SLAs.
• Develop relationships with vendors and business teams at both strategic and tactical levels and lead operational performance meetings to address performance gaps and establish corrective actions.

Skills on Resume: 

• ITSM Development (Hard Skills)
• Process Improvement (Hard Skills)
• Service Delivery (Hard Skills)
• Audit Compliance (Hard Skills)
• CMDB Management (Hard Skills)
• Contract Management (Hard Skills)
• Vendor Performance (Hard Skills)
• Vendor Relations (Soft Skills)

Job Summary: 

• Approve corrective action plans, monitor vendor progress, and escalate issues to appropriate leadership groups.
• Provide leadership and financial analysis support in contract negotiations, policies, standards, processes, process improvement, transformation, and business continuity planning.
• Oversee and support ITSM continuous improvement initiatives and implement enhancements based on defined metrics and KPIs.
• Proactively seek opportunities to drive self-service adoption and other shift-left initiatives.
• Ensure efficient and effective integration between assigned ITSM process areas and other related areas such as Knowledge, Change, and Configuration Management.
• Identify opportunities for training, process changes, software fixes, and enhancements.
• Work closely with IT team members to drive ITSM best practices.
• Provide accurate and regular reports to management on service delivery performance.
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analyze internal processes and create strategies for service delivery optimization.
• Maintain high performance levels for service-related processes and implement improvement activities.
• Perform administrative functions including change control, system documentation, contribution to standard operating procedures, and training.

Skills on Resume: 

• Corrective Action (Hard Skills)
• Contract Negotiation (Hard Skills)
• Process Improvement (Hard Skills)
• Self-Service Initiatives (Hard Skills)
• ITSM Integration (Hard Skills)
• Training Support (Soft Skills)
• Service Reporting (Hard Skills)
• Process Optimization (Hard Skills)