Description:
The Service Management Specialist is a hands‑on, adaptable member of the SIAM Service Management team, providing broad operational support across multiple ITIL practices. This role is perfect for someone who enjoys variety, learns quickly, and can step into different capability areas as priorities shift. Rather than owning a single process, the Specialist contributes wherever support is needed — helping to maintain service stability, improve operational consistency, and strengthen collaboration across teams and suppliers. It's a practical, delivery‑focused role ideal for someone who wants to “get things done" across the full-service management landscape.
Key Responsibilities
- Provide hands‑on support across a range of ITIL practices based on operational demand.
- Step into different capability areas (e.g Incident, Request, Problem, Change, Reporting, CI) to provide short‑term reinforcement during peaks, backlogs, or service challenges.
- Adapt quickly to new processes, tools, and stakeholder groups as priorities evolve.
- Assist with day‑to‑day service management activities to support stable, well‑governed operations.
- Participate in the Major Incident on-call rota, providing out-of-hours support to coordinate service restoration when required.
- Maintain accurate records, documentation, and process artefacts across supported practices.
- Help ensure consistent application of service management standards, procedures, and governance models across a multi-supplier landscape.
- Produce clear service reports, dashboards, and performance insights to support decision‑making.
- Analyse service data to highlight trends, risks, and improvement opportunities.
- Identify improvement opportunities through data, feedback, and operational insight.
- Support the delivery and embedding of improvement initiatives across teams and suppliers.
- Promote a culture of service excellence and continuous improvement.
- Build effective working relationships with internal teams, third-party suppliers, and service owners.
- Communicate clearly and confidently to ensure expectations and outcomes are well understood.
- Support governance forums and workshops by preparing materials, tracking actions, and facilitating clear communication to drive alignment and decision‑making.
Qualifications
- ITIL 4 Foundation certification (essential).
- Awareness of the full ITIL practice landscape, with experience working in an ITIL‑aligned or SIAM‑based environment.
- Exposure to multiple service management processes, ideally through hands‑on operational roles.
- Proficiency with ITSM tools such as ServiceNow, including basic reporting or dashboard creation.
- Additional ITIL 4 Specialist certifications are beneficial but not required.