Job Description

The Service Management Officer plays a pivotal role in ensuring the seamless delivery and continuous improvement of IT and business services within the organization. This individual acts as a bridge between service providers, business units, and customers, maintaining high service standards, addressing issues proactively, and supporting the organization'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 20000). Change Management: Support the planning and implementation of service changes, ensuring risks are assessed and managed appropriately.

Requirements:

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