Technical Specialist – ITSM

Job Purpose

To drive strategic alignment, continuous improvement, and operational excellence in IT services by optimizing ITIL processes, ensuring compliance, and delivering exceptional value to stakeholders.

Bachelor’s degree in computer science, Information Technology, or a related field.

• ITIL Expert or ITIL Master Certification (Must)
• ISO 20000 (SMS) Certification (Must)
• PMP or PRINCE2 Practitioner (Optional)

At least 10 years of experience in IT Service Management within large organizations, with a proven track record of managing and improving ITIL processes. Minimum 3 years of experience working with government entities, demonstrating an understanding of regulatory frameworks, compliance standards, and public sector dynamics.

• Oversee the design, implementation, and optimization of ITIL processes such as Incident, Problem, Change, Configuration, and Service Level Management.
• Align IT services with the MSP program’s strategic goals and ensure continuous service improvement.
• Ensure services meet agreed SLAs and KPIs by managing resources, tools, and workflows effectively.
• Drive initiatives for operational excellence and adherence to ITSM best practices.
• Establish & optimize metrics and reporting systems to track service performance and identify areas for improvement.
• Identify areas of inefficiency in service management processes and implement automation or process redesigns.
• Conduct root cause analyses for recurring issues and recommend long-term solutions.
• Act as the primary liaison between IT teams, business units, and external vendors to ensure clear communication and delivery of services.
• Ensure compliance with organizational policies, government regulations, and IT governance standards.
• Lead audits and reviews to ensure IT services are delivered securely and in accordance with contractual agreements.
• Conduct training sessions and workshops to enhance team skills in ITIL and related frameworks.
• Lead and mentor IT service teams, fostering a culture of accountability, innovation, and customer focus.
• Evaluate vendor performance against SLAs and ensure effective contract management.
• Stay updated with emerging ITSM technologies and methodologies.
• Recommend and implement tools that improve service delivery efficiency, such as ITSM platforms (e.g., Service Now, BMC Remedy, Ivanti, etc.).

• Understanding of cloud services, cybersecurity frameworks, and modern IT infrastructure.
• Strong knowledge of ITSM tools (BMC Remedy, Service Now, Ivanti)

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