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Support and continuously improve IT service management processes across GETEC
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Coordinate operational service governance activities between internal stakeholders and GETEC's managed service partners
Monitor and report on service performance, KPIs, SLAs, XLAs, and operational metrics
Support incident, problem, change, request, and major incident management processes
Facilitate service review meetings and operational governance forums
Assist in root cause analysis and contribute to continual service improvement initiatives
Maintain service documentation, process standards, operational procedures, and knowledge management records
Support supplier and vendor performance management activities
Ensure compliance with security, risk, audit, and governance requirements
Contribute to service transition, operational readiness, and change implementation activities
Identify opportunities for process optimization, automation, and operational efficiency improvements
Support initiatives improving employee and customer experience throughout the service delivery lifecycle
Requirements
Completed Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or a related field
Relevant certification such as ITIL Foundation is desirable
3 to 5 years of experience in IT service management within medium to large enterprise environments
Experience working in IT operations, service management, or service governance functions
Strong understanding of IT service management principles and operational processes
Experience with service reporting, KPI management,
and operational analytics
Familiarity with ITSM platforms such as ServiceNow and related service management tools
Good knowledge of reporting and analytics solutions such as Power BI
Experience working with suppliers, support teams, and operational stakeholders
Strong organizational, coordination, and communication skills
Ability to manage multiple priorities and stakeholders simultaneously
Analytical mindset combined with strong problem-solving capabilities and attention to detail
Standardization-oriented approach
English C1
Core Competencies
Demonstrates expertise in IT Service Management processes, including incident, problem, change, and request management, while ensuring compliance with security and governance requirements. xysqume Proficient in service performance monitoring, reporting, and operational analytics to drive continual service improvement and enhance stakeholder collaboration.
Highest-signal resume keywords
IT Service Management
ServiceNow
KPI Management
ITIL Foundation
Operational Analytics
ATS Optimization Keywords
Hard Skills
Incident Management
Problem Management
Change Management
Request Management
Service Reporting
Operational Metrics
Root Cause Analysis
Process Optimization
Service Documentation
Governance Compliance
Soft Skills
Organizational Skills
Coordination Skills
Communication Skills
Analytical Mindset
Problem-Solving Capabilities
Certifications & Qualifications
ITIL Foundation
Industry Keywords
Service Governance
Operational Readiness
Supplier Management
Employee Experience
Customer Experience
Tools & Technologies
Power BI
ITSM Platforms
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