Back
Mid-level generalist role, known employer brand, and broad skill requirements increase applicant competition.
Service management skills are transferable, but ITIL/ServiceNow emphasis gives moderate industry bias.
Explicit 6-8 years, ITIL certification and ServiceNow experience make filters strict.
Login to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Serve as the primary Service Management contact for assigned customers, coordinating communication especially during major incidents and service disruptions.
Oversee SLA, KPI, incident, problem, request, and change management processes ensuring compliance, operational reporting, and service performance reviews.
Drive continuous improvement in service operations including risk identification, escalation, and process enhancements across complex cloud and SaaS environments.
6-8 years of experience in IT Service Management, Application Support, Production Support, or IT Operations.
Strong understanding and practical experience with ITIL processes, including Incident, Problem, Change, and Major Incident Management.
Experience with ServiceNow or similar ITSM platforms and SLA/KPI governance including operational reporting and dashboards.
Availability for rotational weekend shifts covering 24/7 customer operations; ITIL certification mandatory.
Experienced in customer-facing service management roles coordinating multiple technical and business stakeholders across Product, Engineering, Cloud, and Support teams.
Skilled at managing and communicating complex technical issues spanning applications, databases, integrations, cloud environments, and batch processes.
Demonstrates strong analytical skills with experience using reporting/analytics tools such as Excel and Power BI, plus proven ability to lead timely issue resolution in high-pressure environments.