Job Description
- The Service Integration & ITSM Process Specialist is responsible for the governance, coordination, and continual improvement of IT Service Management (ITSM) processes within the Service Integration and Managed Services environment.
- The role ensures effective integration and alignment between internal operational teams and external service providers, enabling consistent delivery of services in accordance with agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and contractual obligations.
Operating within a Service Integration and Management (SIAM) framework, the role provides process oversight, performance monitoring, and cross-provider coordination across the following service management disciplines:
- Problem Management
- Availability Management
- Capacity Management
- Change Management
- Asset Administration
- Customer Satisfaction & Service Quality Assurance
- The incumbent plays a key role in ensuring that service providers adhere to defined ITSM processes, while enabling end-to-end service visibility, operational governance, and continuous service improvement.
ROLE REQUIREMENT
Service Integration & Process Governance
- Ensure consistent adoption and execution of ITSM processes across internal teams and external service providers.
- Act as the coordination point between service providers to ensure integrated service delivery.
- Monitor adherence to agreed service management processes, policies, and governance frameworks.
- Identify cross-supplier operational risks and escalate issues impacting service delivery.
- Facilitate collaboration between operational teams and Service Providers service providers to support end-to-end service performance.
- Support service governance forums and operational review meetings
Problem Management Coordination
- Coordinate the execution of the Problem Management process across multiple service providers.
- Facilitate root cause analysis investigations for recurring incidents and major service disruptions.
- Ensure Service Providers contribute to Major Incident Reviews (MIRs) and provide detailed root cause analysis.
- Track corrective and preventative actions resulting from problem investigations.
- Maintain oversight of the Known Error Database (KEDB) and ensure known errors are documented and communicated.
- Monitor trends in recurring incidents and recommend service improvement initiatives
Availability Management
- Monitor and report on end-to-end service availability against agreed SLA targets.
- Consolidate availability reporting across Service Providers and internal teams.
- Identify availability risks impacting business services and coordinate mitigation actions.
- Support the development and maintenance of Availability Plans.
- Ensure Service Providers maintain appropriate monitoring and resilience capabilities.
- Provide insight into availability trends and recommend service reliability improvements.
Capacity Management
- Review and consolidate capacity and performance reports provided by service providers.
- Monitor service performance and infrastructure utilisation against agreed thresholds.
- Identify potential capacity risks that may impact service delivery.
- Support forecasting of future service demand and capacity requirements.
- Coordinate with Service Providers to ensure capacity planning aligns with business growth and operational demand.
- Escalate performance bottlenecks and capacity risks where necessary.
Change Management Governance
- Support governance of the Change Management lifecycle across internal teams and service providers.
- Ensure all changes impacting services are appropriately logged, assessed, and scheduled.
- Participate in Change Advisory Board (CAB) meetings to review and coordinate planned changes.
- Identify and mitigate risks associated with conflicting or concurrent changes across Service Providers.
- Ensure service-impacting changes are communicated to stakeholders in accordance with SLA requirements.
- Monitor change success rates and identify trends related to failed or high-risk changes.
Asset Administration & Configuration Oversight
- Maintain oversight of IT service assets and configuration information within the organisation’s asset repository or CMDB. This includes ensuring that the processes are documented and executed within the contracted framework.
- Ensure service providers maintain accurate asset and configuration records.
- Support asset lifecycle management including asset registration, tracking, and retirement.
- Assist with asset reconciliation and periodic audits.
- Ensure asset information supports effective service management and operational visibility.
Customer Satisfaction & Service Quality Assurance
- Monitor customer satisfaction indicators and service quality metrics.
- Analyse service feedback from surveys, service reviews, and operational engagements.
- Identify trends affecting customer experience and recommend service improvements.
- Perform quality assurance reviews of service management records (incidents, changes, and problems).
- Support service review meetings with internal stakeholders and clients.
- Track and report on Continual Service Improvement (CSI) initiatives.
Reporting & Continuous Service Improvement
- Produce consolidated reporting across service management processes.
- Analyse service performance data and identify trends, risks, and improvement opportunities.
- Support governance reporting for operational and executive stakeholders.
- Maintain service management documentation, procedures, and work instructions.
- Promote and support continual service improvement initiatives across Service Providers and operational teams.
KEY PERFORMANCE INDICATORS (KPIs)
- End-to-end service availability compliance to SLA targets
- Reduction in recurring incidents and problem recurrence
- Capacity and performance threshold compliance
- Change success rate and reduction in failed changes
- Accuracy and completeness of asset and configuration records
- Customer satisfaction and service quality improvement
- Compliance to ITSM governance processes
- Delivery of service performance reporting inline with contracted deliverables
TECHNICAL & PROFESSIONAL COMPETENCIES
- Strong knowledge and demonstrated experience of ITIL Service Management principles
- Understanding of Service Integration and SIAM operating models
- Experience in Problem, Change, Availability, and Capacity Management
- Ability to analyse operational data and performance metrics
- Experience working with ITSM platforms (ServiceNow, Remedy, or similar)
- Strong governance, documentation, and reporting skills
- Understanding of multi-vendor managed services environments
BEHAVIOURAL COMPETENCIES
- Analytical thinking and problem solving
- Strong attention to detail and quality assurance
- Stakeholder engagement and communication
- Collaboration and relationship management
- Organisational and coordination skills
- Continuous improvement mindset
- Ability to manage multiple priorities across teams
QUALIFICATIONS & EXPERIENCE
Essential
- Diploma or Degree in Information Technology, Computer Science, or related field
- ITIL Foundation Certification
- Minimum 3–5 years experience in IT Service Management or Managed Services environments
Advantageous
- Experience working in a Service Integration (SIAM) environment
- ITIL Specialist certifications in Problem, Change, or Service Management
- Experience managing or coordinating services across multiple Service Providers or Service Providers
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ROLE PURPOSE
- The Incident Management Specialist is responsible for the operational coordination, execution, and continual improvement of the Incident Management process to ensure rapid restoration of normal service and minimal impact to business operations.
- The role ensures that service disruptions are managed effectively across 1st, 2nd, and 3rd line support teams and third-party service providers, in accordance with ITIL best practices and agreed Service Level Agreements (SLAs).
ROLE REQUIREMENT
Incident Management Process Execution
- Promote and ensure correct usage of the Incident Management process across all support levels.
- Coordinate the end-to-end lifecycle of incidents to ensure timely restoration of services.
- Ensure incidents are resolved in line with SLA targets and operational priorities.
- Act as a functional escalation point for Incident Analysts and Service Desk staff.
- Escalate to line management when service levels are at risk of being breached.
Major Incident Management
- Coordinate and manage Major Incidents, ensuring structured communication, prioritisation, and resolution.
- Facilitate collaboration across cross-functional support teams during major incidents.
- Ensure post-incident reviews are conducted and improvement actions identified.
- Participate in RCA and Problem Management Process.
Cross-Functional Coordination
- Work closely with the Service Desk Manager to ensure the Service Desk operates as the Single Point of Contact (SPOC).
- Ensure incidents are routed correctly and prevent bypassing of the Service Desk.
- Coordinate activities across 1st, 2nd, and 3rd line support teams and third-party vendors.
Process Governance & Improvement
- Monitor Incident Management performance using qualitative and quantitative KPIs.
- Produce accurate management information and incident performance reporting.
- Identify trends, recurring incidents, and systemic issues and escalate to Problem Management.
- Participate in the development, maintenance, and review of Incident Management policies, procedures, and standards.
- Conduct regular audits of the Incident Management process and tools.
- Identify opportunities to improve tools, workflows, and automation.
Coaching & Enablement
- Coach Incident Analysts and support teams on correct process usage and best practices.
- Identify training requirements across support teams and support enablement initiatives.
- Contribute to customer and end-user education needs through incident trend analysis.
Tools & Systems
- Support the configuration, maintenance, and effective use of Incident Management systems.
- Ensure accurate logging, categorisation, prioritisation, and documentation of incidents.
- Ensure access to Known Error and knowledge information is available to support teams.
KEY PERFORMANCE INDICATORS (KPIs)
- Incident resolution within SLA targets
- Mean Time to Respond (MTTr)
- Mean Time to Restore (MTTR
- Effectiveness of Major Incident handling
- Reduction in repeat and recurring incidents
- Accuracy and quality of incident records and reporting
- Timely and accurate reporting as per contractual requirements
- Stakeholder satisfaction with incident handling
JOB SPECIFIC REQUIREMENTS
PROFESSIONAL COMPETENCIES
- Strong understanding of ITIL Incident Management and other related ITIL practices
- Experience coordinating incidents across multi-tier support environments
- Strong analytical and problem-solving capability
- Ability to work under pressure in high-impact service environments
- Strong stakeholder communication and coordination skills
- Attention to detail and quality assurance
TECHNICAL & OPERATIONAL SKILLS
- Experience working with ITSM tools and service management platforms
- Proficiency in reporting, dashboards, and operational documentation
- Understanding of IT infrastructure and service dependencies
- Ability to analyse incident trends and performance data.
QUALIFICATIONS & EXPERIENCE
Essential
- 2–3 years’ experience in IT Service Management with a focus on Incident Management
- Proven experience supporting or coordinating critical incident responses
Desirable
- Bachelor’s degree in information technology, Computer Science, or related field
- ITIL Foundation Certification
- Experience in Service Assurance or Managed Services environments
- Exposure to Problem and Change Management processes
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