Job description
Position Summary
The Service Management Officer plays a pivotal role in ensuring the seamless delivery and
continuous improvement of IT and business services within the organisation.
This individual
acts as a bridge between service providers, business units, and customers, maintaining high
service standards, addressing issues proactively, and supporting the organisation's strategic
objectives through effective service management practices.
Key Responsibilities
Service Delivery Management: Oversee the daily delivery of IT or business services
to ensure compliance with agreed service levels and quality standards.
Incident and Problem Management: Coordinate the resolution of service incidents
and problems, ensuring timely communication with stakeholders and minimal
disruption to business operations.
Service Improvement: Identify opportunities for process and service improvements,
implement best practices, and drive initiatives to enhance customer satisfaction.
Vendor and Contract Management: Liaise with external service providers to monitor
performance, manage contracts, and ensure service obligations are met.
Reporting and Analysis: Prepare regular reports on service performance, trends, and
key metrics.
Analyse data to identify patterns and recommend corrective actions.
Stakeholder Engagement: Act as the primary point of contact for service-related
queries and issues.
Facilitate communication between technical teams, business
users, and management.
Compliance and Governance: Ensure all service management activities comply with
organisational policies, regulatory requirements, and industry standards (e.g., ITIL,
ISO
Change Management: Support the planning and implementation of service changes,
ensuring risks are assessed and managed appropriately.
Qualifications and Skills
Bachelor's degree in Information Technology, Business Administration, or a related
field (or equivalent experience).
Professional certifications such as ITIL Foundation, COBIT, or similar are highly
desirable.
Proven experience in service management, IT operations, or customer support roles.
Strong analytical and problem-solving skills, with the ability to interpret service data
and metrics.
Excellent communication and interpersonal skills, with a customer-focused mindset.
Ability to work independently and collaboratively in a fast-paced environment.
Attention to detail, organisational skills, and the ability to manage multiple priorities.
Key Competencies
Service orientation
Process improvement
Stakeholder management
Analytical thinking
Adaptability and resilience
Teamwork and collaboration
Required Skill Profession
Other General