Job Description
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.
This position is responsible for supporting and optimizing end-to-end service lifecycle processes - primarily focusing on Service Operation and Service Transition phases, with a robust contribution to Continual Service Improvement (CSI). The role acts as a key facilitator and process steward, ensuring that service management practices are embedded, documented, measured, and improved continuously.
Working under the guidance of the Team Lead, Service Management, this role coordinates the management of incidents, problems, service requests, and changes. It ensures that service delivery aligns with defined SLAs and OLAs and contributes to building and maintaining the service catalog, configuration mana...