Title:  Senior Specialist IT Service Management

Job Summary

As part of IT Service Management team, you will play a crucial role in ensuring the efficiency and effective delivery of IT services within the organization. You will be responsible for service delivery improvement tasks. This role will assist in placing the sense of urgency within the support team to ensure issues are resolved as fast as possible to minimize business disruption. This position requires working on high-priority issues, reporting and dashboards. This role also involves handling meetings with stakeholders both locally and internationally, supporting knowledge management efforts and other projects or tasks and projects within the team.
 

Job Description:

• Manage and execute IT service management strategies and maintain operations to meet the global-wide standards for best practices in service management.
• Responsible for adjusting the process as required to ensure its effectiveness.
• Ensuring timely and efficient resolution of IT incidents.
• Collaborating with IT teams to ensure consistent service delivery and adherence to SLAs.
• Leading Major Incident processes, coordinating communication and actions across multiple teams. 
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Implementing incident response strategies, including incident detection, escalation, and resolution. 
• Analyzing trends to identify recurring issues and driving continuous improvement in incident management.
• Providing reports and insights to leadership on incident trends and performance metrics.
• Raise service interruption notifications and ensure that correct focus and priority is given to major incidents (P1/P2)
• Develop a communication plan to keep all stakeholders informed of the progress of IT services
• Work in conjunction with all DKSH IT key stakeholders to identify, implement and drive service improvements to increase customer satisfaction.
• Assist in gathering hotspots from stakeholders in other regions, departments and business units.
• Assist and coordinate in BCP due diligence and exercises.
• To assist other tasks and projects within the team as and when needed. 

Job Requirement:

• Candidates must possess at least a Bachelor’s Degree in Computing/Information Technology or its equivalent
• 5+ years of experience in IT Service Management, with a focus on Incident Management.
• Strong knowledge of ITIL (Information Technology Infrastructure Library) best practices, with ITIL certification preferred.
• Ability to analyze incident trends, perform root cause analysis, and recommend corrective actions.
• Strong understanding of SLA (Service Level Agreement) management and escalation processes.
• Excellent communication and leadership skills, capable of coordinating with cross-functional teams.
• Service-oriented and possess a good understanding of issues relating to customer satisfaction.
• Strong problem-solving abilities, with a focus on service restoration and minimizing downtime.
• Proficiency in incident reporting and data analysis to provide insights and performance metrics