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. The 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).

As a key facilitator and process steward, the specialist ensures that service management practices are embedded, documented, measured, and continuously improved. Working under the guidance of the Team Lead, Service Management, the role coordinates the management of incidents, problems, service requests, and changes, ensuring alignment with defined SLAs and OLAs and contributing to the maintenance of the service catalog, configuration management database (CMDB), and process...