Service Management Advisor: ITIL & ServiceNow Lead

Service Management Advisor (Managed Services)

We’re looking for a Service Management Advisor to drive service quality, SLA performance, and continuous improvement across our managed services environment.

What You’ll Do

• Own and monitor SLA & KPI performance
• Ensure compliance with ITIL processes (Incident, Problem, Change)
• Identify service gaps and lead continuous improvement initiatives (CSI)
• Conduct root cause analysis (RCA) and service reviews
• Partner with stakeholders and clients to optimize service delivery
• Create and present service performance reports

What You Bring

• 5+ years in IT Service Management / Managed Services
• ITIL v3 or v4 certification (Preferred)
• Experience with ServiceNow (Must) (Certifications Preferred)
• Strong analytical and stakeholder ma...