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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Management (ITSM) methodologies, ensuring alignment of managed services with customer expectations and contractual obligations. Proven ability to analyze operational performance, drive continuous improvement, and foster strong customer relationships.
Highest-signal resume keywords
ITIL Foundation (v3 Or V4)Managed Services ExperienceService ReportingAnalytical And Problem-Solving CapabilityServiceNow Or Salesforce Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Management PlansIncident ManagementChange ManagementProblem ManagementGovernance ForumsOperational Performance AnalysisCost-To-Serve MonitoringRisk ManagementService Quality StandardsContinuous Improvement
Soft Skills
Customer Relationship BuildingCommunicationLeadershipAccountabilityCollaboration
Tools & Technologies
ServiceNowSalesforce
Certifications & Qualifications
ITIL Foundation (v3 Or V4)Advanced ITIL Or Relevant Service Management Certifications
Industry Keywords
IT Service DeliveryITSM MethodologiesGovernanceAudit ComplianceCommercially Driven Service EnvironmentsAI Adoption
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Ensure managed services align with contractual scope, SLAs, customer expectations, service quality standards, and business outcomes
- Maintain service management plans, improvement plans, risks, and service documentation
- Lead service reviews, governance forums, and QBRs
- Govern scope changes, consumption, out-of-scope activity, renewals, and service commitments
- Ensure compliance with audit and regulatory requirements
- Monitor cost-to-serve, profitability, billing, consumption, revenue protection, risks, and optimisation opportunities
- Oversee Incident, Request, Change, and Problem Management
- Support critical incident management, post-incident reviews, and service recovery
- Produce service reporting and analyse operational performance data
- Present insights and recommendations to customers and internal stakeholders
- Act as primary service contact and escalation point
- Build customer relationships and align service delivery with customer objectives
- Coordinate operational, technical, and commercial teams
- Drive accountability, continuous improvement, automation, efficiency gains, and service innovation
- Champion responsible AI adoption and continuous learning as a leader
Requirements
What you’ll need- ITIL Foundation (v3 or v4) or equivalent experience
- Experience within Managed Services or IT Service Delivery environments
- Strong understanding of ITSM methodologies and tools
- Experience in service reporting, governance, and customer engagement
- Strong analytical and problem-solving capability
- Ability to translate technical delivery into business outcomes
- Advanced ITIL or relevant service management certifications (desirable)
- Experience with platforms such as ServiceNow and/or Salesforce (desirable)
- Experience working in commercially driven service environments (desirable)
- Comfortable exploring how AI can enhance strategy, decision-making, and team performance
Benefits
Comp & perks- Full-time employment
- Collaborative environment
- Supported professional growth
- Equal opportunity employment