**PERMANENT** Sr Service Management SME to execute, define and continuously improve the Service Management Processes for our large Fleet Management Client-

**PERMANENT** Sr Service Management SME to execute, define and continuously improve the Service Management Processes for our large Fleet Management Client-

Job Summary:

• The Service Management Specialist’s key area of responsibility is to execute services that are being delivered by the IT organization.
• These can include Major Incident Management, Problem, Change or Transition Management and/or Service reporting duties.
• This role will help execute, define and continuously improve these Service Management processes that are pivotal elements within the IT Enterprise & Delivery model.
• This challenging role requires working closely with IT Delivery Teams, PMO and DevOps, to ensure the “Run” Services meet their SLOs and Business needs. Strong communication, teamwork and coordinating skills are a must. Duties and Responsibilities
• Responsible for executing, developing, implementing and maintaining Service Management processes that include Major Incident, Problem, Change, Transition Management, Service Reporting
• Build out Service Management processes around agile and waterfall methodologies
• Act as a change agent and as part of the team of experts leading and supporting teams in their Agile Framework journey
• Socialize, get buy-in and implement the agreed upon roadmap
• Ensure cross-value stream coordination and collaboration, drive highest productivity and better quality of service management across the organization
• Monitor service level performance and ensure deviations are quickly addressed
• Provide leadership and a quality focus to improve service availability and reliability
• Ensure compliance with Geotab’s processes and alignment with IT Service Management industry best practices and methodologies
• Provide guidance to support staff and assist in their training and knowledge development
• Establish and maintain management reporting on services such as Major Incident, Problem, Change Management and escalations
• Ensure that requirements for metrics & operational results are met by Delivery teams
• Support Geotab global strategic initiatives, mission, values and other duties as assigned.
• On-call flexible hours of work is required Direct Reports/Managerial Responsibilities:
• This position does not have managerial responsibilities or direct reports. Working Conditions:
• Open working environment with moderate exposure to noise (business office with computers, printers, light traffic, telephone calls).
• Must be flexible with work schedules to accommodate different time zones. Guiding Principles:
• Consistently demonstrate Geotab’s Core Values in all daily work and interactions
• Responsible for the contribution and maintenance of the departmental Wiki

Must Have's

• 10+ years of experience related to IT Management or other IT process oriented role Experience working with Key Performance Indicators to drive business value and effective management decisions
• Exposure and experience with IT Service Management to understand the importance of transitioning projects into the steady state service model (essential)
• Practical experience with Agile & Waterfall methodologies and Service Management tools such as Jira.
• Proficiency and experience working with Cloud Services (essential)
• Strong practical experience with the ITIL framework e.g. Major Incident, Problem, Change Management, Measurement & Reporting as well as Transition Planning
• Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).

Education:

• Post-Secondary Diploma/Degree in Computer Science, Information Systems, or equivalent experience required
• ITIL Foundations V3 or 4
• Preference to given to candidates with current Security certifications (e.g. CISM, CISSP)