Service Management Specialist
Basis:
Permanent - Full Time
Area of Interest:
Technical Operations
Locations:
Singapore
Responsible for executing, developing, implementing and maintaining Service Management processes that include Major Incident, Problem, Change, Transition Management, Service Reporting
Build out Service Management processes around agile and waterfall methodologies
Act as a change agent and as part of the team of experts leading and supporting teams in their Agile Framework journey
Socialize, get buy-in and implement the agreed upon roadmap
Ensure cross-value stream coordination and collaboration, drive highest productivity and better quality of service management across the organization
Monitor service level performance and ensure deviations are quickly addressed
Provide leadership and a quality focus to improve service availability and reliability
Ensure compliance with Geotab’s processes and alignment with IT Service Management industry best practices and methodologies
Provide guidance to support staff and assist in their training & knowledge development
Establish and maintain management reporting on services such as Major Incident, Problem, Change Management and escalations
Ensure that requirements for metrics & operational results are met by Delivery teams
On-call flexible hours of work is required
Post-Secondary Diploma/Degree in Computer Science, Information Systems, or equivalent experience required
ITIL Foundations V3 or 4 is mandatory
8+ years of experience related to IT Management or other IT process oriented roles
Experience working with Key Performance Indicators to drive business value
Exposure and experience with IT Service Management to understand the importance of transitioning projects into the steady state service model
Practical experience with Agile & Waterfall methodologies and Service Management tools such as Jira
Proficiency and experience working with Cloud Services
Strong practical experience with the ITIL framework e.g. Major Incident, Problem, Change Management, Measurement & Reporting as well as Transition Planning
Comfortable with ambiguity and time spent outside of comfort zone acquiring new skills
Strong interpersonal relationship building skills and the ability to manage stakeholder expectations
Strong data & analytical skills with the ability to problem-solve to well-judged decisions
Entrepreneurial mindset and comfortable in a flat organization
Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).
A strong team-player with the ability to engage with all levels of the organization.