IT Service Delivery Expert
9 hours ago
Job Title: Senior IT Service Management Specialist Trainer
We are seeking a seasoned IT service management professional with over 10+ years of experience in managing IT service delivery, process governance, and continual improvement.
This role is designed for a professional who will not only oversee IT service management practices but also train, mentor, and develop fresh graduates entering the IT services field.
The ideal candidate will bring expertise in ITIL frameworks, service delivery models, and enterprise IT service management tools, while fostering a learning environment that builds the next generation of IT service professionals.
Key Responsibilities:- Designed and delivered structured training programs for graduate trainees on IT service management principles, ITIL practices, and service delivery models.
- Mentored and coached fresh graduates on incident, problem, change, release, and service request management.
- Provided hands-on training in IT service management tools.
- Reviewed trainee work in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
- Guided graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
- Conducted workshops on root cause analysis, customer service excellence, and communication best practices.
- Collaborated with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs.
- Supported continual improvement of IT service management processes and ensured alignment with organizational goals and industry standards.
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