Intermediate Specialist, Service Management

The Intermediate Specialist within the Service Management plays a pivotal role in ensuring that IT services are delivered effectively and meet the needs of the business, in alignment with ITIL (Information Technology Infrastructure Library) framework. This position is responsible for supporting and optimizing end-to-end service lifecycle processes - primarily focusing on Service Operation and Service Transition phases, with a strong contribution to Continual Service Improvement (CSI).

The role acts as a key facilitator and process steward, ensuring that service management practices are embedded, documented, measured, and improved continuously. Working under the guidance of the Team Lead, Service Management, this role coordinates the management of incidents, problems, service requests, and changes. It ensures that service delivery aligns with defined SLAs and OLAs and contributes to building and maintaining the service catalog, configuration management database (CMDB), and process documentation. The specialist supports the Change Advisory Board (CAB), performs post-incident reviews, and enables the ability to track performance trends using defined KPIs.

This role requires the ability to work cross functionally, collaborating with technical teams, support staff, vendors and business stakeholders to ensure seamless service delivery. The specialist ensures adherence to ITIL best practices while tailoring processes to the organizations needs, with constant focus on service quality, efficiency, compliance, and customer satisfaction. The Intermediate Specialist will also contribute to the development of training awareness campaigns, and process maturity assessments. This position is integral to advancing the organization’s service management maturity and driving value through improved IT-business alignment, service reliability and customer experience.

ITSM Lifecycle Management

• Manage and Support the full IT Service Management (ITSM) lifecycle, including Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement in alignment with ITIL best practices
• Support ITSM Process Areas such as: Incident Management, Problem Management, Change Management, Configuration Management, Request Fulfillment and Knowledge Management
• Promote adoption and adherence to ITSM processes through training, communication, and stakeholder engagement.
• Ensure effective service operation processes, including timely incident resolution, proactive problem management, and structured change management
• Act as an escalation point for unresolved issues, supporting major incident and problem coordination, including root cause analysis (RCA) and post-incident reviews
• Analyze recurring incidents and known errors to identify trends and support proactive problem management
• Work cross-functionally to design and implement service transition plans, ensuring new or updated services are operationally ready, supportable, and meet business requirements
• Collaborate with service owners to ensure consistent, high-quality service delivery
• Participate in release and deployment activities, establishing acceptance criteria for new or updated services to ensure they are properly transitioning into operations
• Ensure that operational processes support agreed service level agreements (SLAs) and Operational level agreements (OLAs)
• Facilitate and coordinate standard, normal, and emergency change requests according to approved change enablement procedures
• Support the Change Advisory Board (CAB) by preparing agendas, evaluating change risks, assessing impacts, and capturing decisions and follow-ups
• Participate in the design, development and maintenance of the service catalog and configuration management (CMDB) to ensure accuracy
• Assist in the configuration, maintenance, and enhancement of ITSM tools
• Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy

Major Incident Management and Follow Up

• Lead the end-to-end Major Incident Management (MIM) process for high impact IT incidents, ensuring rapid response, clear communication and effective resolution
• Act as the single point of contact for all major incidents, coordinating cross-functional technical teams and third vendors in real-time
• Participate in a 24x7x365 on-call incident management rotation. Provide after-hours and weekend support as required based on the on-call schedule
• Establish and facilitate war rooms or bridge calls to diagnose issues, drive resolution, and maintain control throughout the incident lifecycle
• Ensure timely stakeholder communication, including status updates to business leaders, IT leadership and affected users.
• Maintain detailed incident timelines and logs to capture actions, decisions, and outcomes during incident resolution
• Conduct Post-Incident Reviews (PIR) and lead Root Cause Analysis (RCA) efforts to identify underlying issues and recommend preventative actions
• Contribute to the enhancement of the incident management processes, playbooks, escalation paths and communication protocols

Process Management

• Participate in the development and documentation of ITIL-aligned service management processes (e.g.,incident, change, request, and problem management)
• Perform gap analyses, participate in process maturity assessments, and recommend action plans to close gaps in alignment with organizational goals
• Assist with change advisory board (CAB) coordination and change schedule reviews
• Ensure compliance with standardized service management practices

Service Reporting and Metrics

• Design, develop and maintain custom dashboards in Splunk to monitor application logs, system metrics, and key performance indicators (KPIs)
• Create and configure Dynatrace dashboards to visualize application performance, user experience, and infrastructure health
• Define and implement alerts and monitoring thresholds within Splunk and Dynatrace to proactively detect and address system issues
• Collaborate with development and operations teams to gather requirements for observability dashboards and ensure visibility into critical business and technical metrics
• Optimize existing dashboards for usability, performance, and clarity, ensuring actionable insights are easily accessible to stakeholders
• Prepare regular service performance dashboards and reports for stakeholders
• Track key performance indicators (KPIs) and identify areas for improvement
• Analyze trends in service availability, incident volumes, and request types to identify areas for improvement or automation.
• Provide regular performance updates to stakeholders, highlighting risks, gaps, and recommendations for improvements
• Monitor, Analyze, and report on service performance against SLAs/OLAs

Customer & Stakeholder Engagement

• Service as a liaison between business units and IT or operations
• Respond to service-related inquiries and provide support to internal customers
• Help manage expectations and communication during service disruptions or planned changes
• Collect feedback from users and stakeholders to inform service improvements and support value co-creation
• Facilitate workshops, briefings and training sessions on service management processes and tools when required

• Identify inefficiencies and propose enhancements to improve service quality and delivery
• Support initiatives to improve user experience and reduce operational risk
• Participate in audits and risk assessments related to service management processes
• Champion a culture of continuous improvement, engineering excellence, and cross-functional collaboration

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

• Bachelor’s degree in information technology, Business Administration, or a related field
• 3-5 years of experience in service management, IT operations, or a related discipline
• Demonstrates an understanding of modern ITSM practices and how they align with ITIL service value system (SVS)
• Ability to analyze and interpret service data, metrics, and KPIs to inform decisions and drive improvements
• Strong documentation and reporting skills, with the ability to create process workflows, SOPs, and service reports
• Experience working in a structured ITSM tool environment
• ITIL Foundation (V4 or newer) Strongly Recommended
• Familiarity with SLAs, service reporting, process development
• Practical Knowledge of integrating ITIL practices with Agile, Lean, or Devops methodologies.
• Knowledge of Service Operations tools (e.g., Zendesk, Jira, PagerDuty, Dynatrace, Splunk, etc)
• Demonstrated leadership in on-call rotations and incident resolution
• The following skills are preferred, but not essential