Position Title:  Tech Service Sr Specialist

The Role

The Tech Service Senior Specialist is responsible for ensuring the reliable delivery and continuous improvement of IT services. This includes overseeing daily service operations, managing incidents, problems, and changes, ensuring compliance with SLAs, security standards, and IT policies, and supporting service continuity and disaster recovery. The role works closely with stakeholders, vendors, and support teams to maintain high service quality, customer satisfaction, and operational excellence.

Key Responsibilities

Must Have

• IT Service Management: Manage Incident, Problem, Change, and SLA processes to ensure service stability and performance.
• Service Continuity: Define, maintain, test, and improve IT service continuity and disaster recovery plans.
• Security & Compliance: Ensure services comply with security requirements, patching standards, risk controls, and internal/external audit requirements.
• Continuous Improvement: Analyze service performance, identify root causes of recurring issues, drive process improvements, and promote innovation.
• Customer Experience: Monitor service quality and user satisfaction, addressing concerns and ensuring a positive customer experience.

Nice to Have

• Service Lifecycle Management: Support services from requirements through deployment and ongoing maintenance, ensuring performance, availability, and compliance.
• Performance Monitoring & Reporting: Track service KPIs and SLAs, oversee issue resolution, and provide performance reporting to leadership.
• Vendor Management: Manage operational relationships with vendors and service providers, including escalations and contract-related discussions.
• Budget Management: Support budgeting and investment planning for application maintenance and service enhancements.
• Knowledge Management: Maintain documentation, knowledge repositories, and service-related artifacts.
• Onboarding & Transition Management: Oversee onboarding, knowledge transfer, and retention of users, vendors, and service providers.

Qualifications

• 7+ years of experience in IT Service Management, preferably within multinational FMCG, pharmaceutical, or similarly complex environments.
• Strong knowledge of ITIL, Agile methodologies, and IT Risk & Controls.
• Experience managing services end-to-end, including operational support, governance, and continuous improvement.
• Strong understanding of incident, problem, change, service continuity, and vendor management practices.
• Excellent stakeholder management, communication, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Customer-focused mindset with a passion for delivering excellent user experiences.
• Solid IT background and familiarity with service management tools and technologies.
• Ability to work effectively in ambiguous, fast-paced environments and adapt to changing priorities.
• Familiarity with AI technologies and their application in enhancing business decision-making and operational efficiency.