Service Management Specialist

2 days ago

Greater Kuala Lumpur, Malaysia TechTiera Corporation Full time 100,000 - 120,000 per year

Responsibilities:

The Service Management Senior Specialist is responsible for overseeing key ITIL service management functions, including incident, problem, change, and asset management. The role ensures IT service continuity, timely resolution of disruptions, compliance with service levels, and continuous improvement of IT processes. The incumbent plays a critical role in analysing trends, conducting root cause analysis (RCA), maintaining asset data integrity, and supporting change initiatives while aligning with the organization's IT governance standards

  • Expertise in ITIL-based process architecture and ITSM governance.
  • Advanced analytical and reporting skills, including KPI/SLA tracking and trend analysis.
  • Strong communication, documentation, and presentation skills.
  • Ability to translate service performance data into actionable insights.
  • Design, implement, and continuously improve ITSM processes and
  • Servicesflows in alignment with organizational objectives.
  • Own and manage Service Reporting and SLA dashboards, ensuring accuracy, transparency, and actionable performance insights.
  • Lead ITSM Process Architecture reviews to optimize efficiency and maturity levels.
  • Perform service analytics to identify areas for improvement and support data-driven decision-making.
  • Collaborate with cross-functional IT teams to enhance end-to end service delivery and user satisfaction.
  • Maintain ITSM documentation, process maps, and performance metrics for audit and governance purposes

Skills Required:

  • Minimum 8 years of experience in IT Service Management, with at least 3
  • years in a senior ITSM role.
  • Proven experience in process design, improvement, and governance across
  • Incident, Problem, Change, and Service Level Management.
  • Bachelor's degree in computer science, Information Technology, or related field.
  • ITIL Expert or ITIL Managing Manpower certification preferred.
  • Strong understanding of ITSM tools (such as ManageEngine, ServiceNow, or BMC
  • Open to relocate to Qatar

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