Service Management Specialist (Major Incident Coordinator)

About the position

The Service Management Specialist is responsible for ensuring the smooth execution and continuous improvement of IT services within the organization. This involves managing Major Incidents, Problems, Changes, and Transitions, as well as delivering comprehensive Service Reporting. The role requires close collaboration with IT Delivery Teams, PMO, and DevOps to ensure 'Run' services consistently meet their Service Level Objectives (SLOs) and business needs. Strong communication, teamwork, and coordination skills are essential for success in this role.

Responsibilities

• Execute, develop, implement, and maintain Service Management processes, including Major Incident, Problem, Change, and Transition Management, as well as Service Reporting.
• Build and implement Service Management processes that support both agile and waterfall methodologies.
• Act as a change agent, leading and supporting teams in adopting and refining Agile Frameworks.
• Ensure cross-functional coordination and collaboration among IT Delivery Teams, PMO, and DevOps to enhance service delivery and achieve high productivity and service management quality.
• Proactively monitor service level performance, promptly address deviations, and conduct post-implementation reviews (PIRs) to ensure continuous improvement.
• 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, including ITIL.
• Provide guidance, training, and knowledge development to support staff.
• Establish and maintain management reporting on key IT Service Management processes, including Major Incident, Problem, Change Management, and escalations.
• Ensure Delivery teams meet requirements for metrics and operational results.
• Support Geotab's global strategic initiatives, mission, values, and other assigned duties.
• Participate in on-call rotation and maintain flexible work hours to support the needs of the business.
• Run the Change Advisory Board (CAB) to review, approve, and manage enterprise changes.
• Drive the implementation and continuous improvement of change enablement processes aligned with ITIL and organizational needs.
• Leverage AI and develop automation scripts and tools to streamline change and incident processes.
• Utilize Generative AI tools to analyze and improve processes and workflows.
• Collaborate with DevOps and delivery teams to implement automation and monitoring tools for service performance.
• Create and maintain dashboards, reports, and metrics to measure and communicate process effectiveness.
• Engage with stakeholders to gather requirements and ensure alignment with business objectives.
• Act as a point of escalation for critical service delivery issues.

Requirements

• 10-12 years of experience in IT management or other IT process-oriented roles.
• Major incident coordinating experience.
• Proven track record of implementing ITSM processes, tools, and automation solutions.
• Strong background in ITIL, including Major Incident, Problem, and Change Management.
• Proficiency with ITSM tools like ServiceNow, Jira, or similar platforms.
• Hands-on experience with automation tools (e.g., Ansible, Terraform) and scripting languages (e.g., Python, PowerShell).
• Familiarity with Generative AI tools and their application in ITSM and operational efficiency.
• Strong data and analytics skills for creating metrics, dashboards, and actionable insights.
• Exceptional communication and interpersonal skills for effective stakeholder engagement.
• Strong organizational and problem-solving abilities to drive continuous improvement.
• Entrepreneurial mindset with a collaborative and team-oriented approach.

Benefits

• Flex working arrangements
• Home office reimbursement program
• Baby bonus & parental leave top up program
• Online learning and networking opportunities
• Electric vehicle purchase incentive program
• Competitive medical and dental benefits
• Retirement savings program