Job Description
Service Management Advisor (Managed Services)
We’re looking for a Service Management Advisor to drive service quality, SLA performance, and continuous improvement across our managed services environment.
What You’ll Do
- Own and monitor SLA & KPI performance
- Ensure compliance with ITIL processes (Incident, Problem, Change)
- Identify service gaps and lead continuous improvement initiatives (CSI)
- Conduct root cause analysis (RCA) and service reviews
- Partner with stakeholders and clients to optimize service delivery
- Create and present service performance reports
What You Bring
- 5+ years in IT Service Management / Managed Services
- ITIL v3 or v4 certification (Preferred)
- Experience with ServiceNow (Must) (Certifications Preferred)
- Strong analytical and stakeholder ma...