Service Management SME ITSM, Data &

About the role

The role partners closely with stakeholders across Technology and the business, drives ITSM process maturity (Change, Incident, Problem), and uses data, AI and machine learning to identify opportunities, prioritize actions, and deliver measurable outcomes.

What you'll do

• IT Service Management Processes (Change / Incident / Problem)
• Drive strong ITSM practices with a focus on Change, Incident and Problem Management
• Facilitate post-incident reviews and problem investigations; ensure root cause analysis leads to preventative actions
• Improve change quality (risk assessment, scheduling, approvals, communications) to reduce failed changes and service impact
• Define and track service KPIs (e.g., MTTR, incident recurrence, change success rate) and drive continuous improvement

What you need

• 8–10 yrs of experience
• Project management
• Machine learning
• Root cause analysis
• ITIL
• AWS
• GCP
• Any graduate

Good to have

• Power BI
• SQL
• Tableau
• Python
• ServiceNow
• Azure