Service Management Job Description
Service management
provides subject matter expertise and acts as ITIL process advocate to design, develop and implement ITIL processes.
Service Management Duties & Responsibilities
To write an effective service management job description, begin by listing detailed duties, responsibilities and expectations. We have included service management job description templates that you can modify and use.
Sample responsibilities for this position include:
An expert in the use of UNIX, Linux, Solaris, low level command and process management
Supports the development of processes that support activities within the ITIL service management lifecycle
Manage end-to-end technology infrastructure services relative to Delivery, Quality, and Cost
Review sourcing and supply strategies, including overall management of external vendors and internal service providers against contractual commitments
Direct revision or redirection work with Architect group as required by the needs of the business based on the evolving service roadmap
Establish product direction, policies, and guidelines related to products and services
Represent the firm to outside vendors for the administration of contractual services
Financial Management - Manage service budget
Report to the Asia Pacific Technology Infrastructure Service Management Director, provide overall service management efforts for internal clients
Manage service processes performance
Service Management Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Management
List any licenses or certifications required by the position: ITIL, ITSM, PMP, PMI, V3, ISO, IBM, APMP, VCP, XEN
Education for Service Management
Typically a job would require a certain level of education.
Employers hiring for the service management job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Education, General Education, Computer Science, Engineering, Business, Technical, Business/Administration, Information Systems, Technology, Management
Skills for Service Management
Desired skills for service management include:
MS-Office
ITIL
French language will be an added advantage
Operations
Design
Linux
ServiceNow
Commonly pawned items
Conventions
Electronics
Desired experience for service management includes:
Writing and maintenance of Working Instruction documentation
Strong personal drive and commitment to excellence
Strong knowledge of application development principals
Strong knowledge of infrastructure interdependencies (client / server / network)
Adaptable and able to plan quickly without compromising strategic goals
Expert level knowledge of MS Office (2003 and above) is a must
Service Management Examples
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Service Management Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of service management. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service management
- Role will primarily be responsible for managing and driving complex individual projects strategic to the company's business plan with respect to Services Design
- You will be the accountable CSG Carrier Operations Service Management client(s) contact, working in partnership with the CSG Sales and Account team, your own management team and other CSG competency-based functions (Professional Services, Research and Development )
- Identify continuous service improvement as they are relevant to region/country
- Balancing fast response electronic trading monitoring and incident management and longer term activities release planning, security and audit reviews
- Communicating with business, infrastructure and development stakeholders
- A Strong background in a technical role, in Front Office Information Technology (IT)
- An expert level of skill in Shell scripting
- An intermediate knowledge of programming Java and C++
- An intermediate knowledge of Oracle SQL reporting and query profiling
- An intermediate knowledge of TCP/IP, UDP and network monitoring
Qualifications for service management
- Be able to communicate clearly both verbally and in writing
- In depth knowledge of automated tools used in the Service Management discipline - JIRA, HP Service Manager (v9), SharePoint or equivalent service delivery tools
- Experience in managing technology service or product lifecycle
- Bachelor's Degree in Computer Science, Engineering, or other technical discipline with a minimum of 7 years related work with some focus on IT service management, IT systems, IT Business consulting, network infrastructure or IT project management
- You will work closely with all Global Markets technology teams
- You will work closely with the IT Governance function ensuring that all appropriate policies and processes are maintained within GM Technology
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Service Management Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of service management. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service management
- Experience with low level protocol debugging of OMS protocols (FIX, OUCH), MD protocols (MDP 3.0, ITCH) across on or more markets including CME, BrokerTec, Nasdaq OMX eSpeed, Dealerweb, EBS AI, Reuters MAPI, Eurex, ParFX, Currenex and Hotspot (beneficial)
- Understanding of the business fundamentals of Fixed Income & Currencies electronic trading, including Foreign Exchange, cash bonds, futures
- Able to communicate with stakeholders and senior management with excellent written and verbal communication skills
- Experienced with supporting quantitative analysts, in a Quant-Driven-Development environment
- Establishes and maintains relationships with other operating departments to support effective servicing interactions and solutions
- Perform L1 support function to regional applications, and L1 to L3 support functions to local applications
- Real-time health monitoring for local applications
- Incident & problem management for local/regional applications
- Support all regulatory/audit assessment/ reviews and relevant information
- Participate in reviewing Service Level Agreements
Qualifications for service management
- You will be responsible for the management of the all change conflict calls
- You will be responsible for ensuring that the GM Technology short range and long range change calendars are maintained
- Production of Management Information Reporting relating to IT Service Management
- Strong understanding of the IT platforms, infrastructures, servers/desktops, applications/software and general equipment used in large enterprise IT environments
- 4 year college degree or commensurate work experience
- 2+ years experience in Financial Management a plus
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Service Management Job Description
Job Description Example
Our company is looking to fill the role of service management. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service management
- Understanding the support process (as per Information technology Infrastructure Library (ITIL)) and escalation procedures, becoming fully conversant with all support tools that will be used to provide effective support
- Ensuring that defined Technology Production service operations and support processes are adhered to by the team
- Establish or recommend policy for management of IT services across the entire corporation
- Assist in the development of the IS capital and NIE budgets
- Responsible for Service Management Life Cycle Implementation
- Responsible to act upon any transformation initiatives put forward from the Service Management Analysts based on Infrastructure service reporting (automated volume reporting, SLA and Operational reporting and employee escalations (SM9))
- Provide guidance and authority to make the changes required to provide solutions of improvements activities for a particular service
- Responsible to act upon Level 3 inquiries, projects or transformation initiatives put forward relating to our GTI Services or Sub-service in relation to SLA's, adoption, reporting (automated volume reporting and Operational reporting)
- Responsible for the identification, collection, and reporting of service-related metrics
- Assists customer-facing service managers in daily activities related to the performance of enterprise services
Qualifications for service management
- Vendor/supplier management experience a plus
- Must be able to interact effectively across multiple levels of the organization
- 3+ years’ experience in service management, with a solid understanding of industry best practices (including but not limited to change management, vendor management, incident management, problem management, configuration management)
- Process improvement and documentation experience
- Good in English command
- Bachelor's degree and six or more years of relevant experience
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Service Management Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of service management. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service management
- Act as secretary to the regional governance board, organising agenda, minutes and meeting cadence
- Produce reports and presentations for the meetings in partnership with the vendor
- Manage the day-to-day regional operational engagement with the vendor
- Participate in the definition and execution of agreed service & process improvement programs
- Organise and drive regular stakeholder engagements with appropriate reporting for an agreed subset of stakeholders
- Providing Level 2 production services for Shared Services Applications within the Treasury domain
- Working within a wider Global team structure, ensuring appropriate handover is accurate and comprehensive
- Escalating issues appropriately and making improvement recommendations where appropriate
- Building and maintaining effective and productive relationships with various stakeholders
- Becoming fully conversant with all support tools
Qualifications for service management
- 2+ yrs experience in IT in a large corporate environment
- Experience of managing stakeholder engagements
- Self-starter, ambitious and prepared to learn
- Executive ready presentation skills (verbal and visual)
- Strong interpersonal skills and the ability to influence peers to achieve desired results
- A team player with the ability to manage a portfolio of initiatives
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Service Management Job Description
Job Description Example
Our growing company is looking to fill the role of service management. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service management
- Resolving incidents and service requests and managing tickets through to resolution keeping stakeholders aware of the situation and working to minimise impact wherever possible
- Participating in the incident management process, following escalation procedures and sending out regular stakeholder communications
- Conducting post-mortems of incidents and ensuring that remediation tasks are promptly raised and closed out
- Driving the on-going development of support tools such as Geneos, Control-M and application knowledge bases
- Taking ownership to track and resolve issues coming in via email
- Providing support for the on-boarding of new client applications by ensuring that non-functional requirements are documented and followed
- Ensuring timely delivery of key data feeds within Service Level Agreements (SLA’s) / Organisational Level Agreements (OLA’s)
- Assisting in the process to approve all new releases and production configuration changes
- Performing reviews of all open production items with the development teams and pushing for updates and resolutions to outstanding tasks and recurring issues
- Updating knowledge articles and the application runbooks as needed
Qualifications for service management
- Highly skilled problem solving ability
- University degree or post-secondary education (engineering or computer science) – MBA is an asset
- Project management skills or general business management degree preferred but not required
- Enterprise Services or one of the business lines experience
- Business management (or working with a general management framework) experience preferred
- Knowledge and experience in executive reporting