Key Responsibilities:
Service Strategy and Design
Develop a roadmap for IT service planning and strategy to enhance service delivery and operational efficiency.
Work with business stakeholders to identify IT service requirements, aligning them with organizational goals and customer needs.
Define and design service models, including service level agreements (SLAs), objectives (SLOs), and performance indicators (KPIs).
Service Development and Implementation
Develop and maintain service documentation, including service catalogs, service descriptions, and operational guidelines.
Work with IT teams to integrate service components effectively, ensuring seamless deployment.
Plan and oversee the implementation of new services or enhancements to existing services, including resource allocation and risk assessment.
Performance Monitoring and Quality Assurance
Implement monitoring tools and processes to track service performance, uptime, and adherence to SLAs.
Conduct regular reviews and audits of services to ensure continuous improvement and compliance with industry standards.
Analyze service data and customer feedback to identify trends, measure performance, and assess customer satisfaction.
Service Transition and Change Management
Oversee the transition of new services into production, ensuring they are fully tested, documented, and ready for operational support.
Provide training and knowledge- sharing sessions for service support teams.
Manage change requests, coordinate with technical teams, and ensure minimal service disruption during transitions.
Continuous Service Improvement (CSI)
Establish best practices for service planning and promote a culture of continuous improvement within the organization.
Identify areas for automation, process optimization, and cost savings.
Lead initiatives to improve existing services based on performance data, feedback, and evolving business requirements.
Stakeholder Management and Communication
Provide regular reports on service performance, challenges, and opportunities for enhancement.
Communicate service planning progress, performance metrics, and improvement strategies to stakeholders.
Act as a liaison between business units, technical teams, and IT leadership to ensure all parties are aligned on service objectives.
Your Skills and Experience:
Basic Qualification:
Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field
Experience: 3- 5 years of experience in IT Service Planner, IT operations, or related roles, with proven experience in service planning and improvement.
Hands- on experience with ITIL- based service management, ideally with a track record in implementing or optimizing IT services.
Required skills:
IT Service Management (ITSM)
Strong understanding of ITIL principles and ITSM best practices for planning, designing, and delivering IT services.
Experience with service management tools (e.g., ServiceNow, Jira Service Management).
Project Management
Familiarity with Agile or Scrum methodologies for managing IT projects.
Proficiency in project management, including resource planning, budgeting, and timeline management.
Data Analysis and Performance Metrics
Analytical skills to evaluate service performance, identify patterns, and recommend improvements.
Experience with key metrics like SLA, SLO, and KPI to measure and improve service quality.
Customer Service Orientation
Ability to communicate effectively with both technical and non- technical stakeholders.
Strong understanding of customer experience and focus on designing user- centered IT services.
Problem- Solving and Adaptability
Adaptable to changing business needs and technology trends, with a proactive approach to service innovation.
Skilled in troubleshooting service issues and implementing solutions under tight deadlines.
English language: Basic communication in English
Nice to have:
Cloud and Automation Knowledge:Familiarity with cloud platforms (AWS, Azure, or Google Cloud) and automation tools to streamline service delivery and monitoring.
Budgeting and Cost Management:Understanding of budgeting and financial management within the context of IT services, including cost control and efficiency improvements.
Change Management:Experience in managing change requests, coordinating change implementation, and minimizing disruptions during transitions.
Certifications (Preferred):
Project management certification (e.g., PMP, Scrum) is a plus.
ITIL Foundation (or higher) certification.
