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