Service Improvement Specialist

Job Summary:

We are looking for a Service Improvement Specialist to analyze current services, identify improvement opportunities, enhance operational efficiency, and support the implementation of service improvement initiatives aligned with business needs and service quality standards.

Key Responsibilities:

• Analyze current service performance and identify areas for improvement.
• Monitor service quality, KPIs , SLAs , and operational performance.
• Support the implementation of service improvement plans and initiatives.
• Review incidents, recurring issues, and service gaps to recommend corrective actions.
• Prepare reports, dashboards, and presentations related to service performance.
• Support process improvement and documentation of service procedures.
• Follow up on improvement actions and ensure timely completion.
• Contribute to continuous improvement practices across IT services.

Requirements:

• Bachelor’s degree in IT, Business Administration, Computer Science, or a related field.
• Experience in IT service management, service improvement, operations, or quality improvement.
• Good knowledge of ITSM, SLA management, KPIs, and service performance reporting.
• Experience with ticketing or ITSM tools such as ServiceNow, Jira, ManageEngine, or similar.
• Knowledge of ITIL practices is preferred.
• Strong analytical, communication, and problem-solving skills.

Key Skills:

• Service Improvement
• IT Service Management
• ITIL
• SLA Management
• KPI Reporting
• Process Improvement
• Incident Analysis
• Service Performance
• Continuous Improvement
• Stakeholder Communication