Senior Consultant - Service Management

About the role

Elm is looking for a Senior Consultant in Service Management within its Technology Planning & Excellence unit. The role leads and improves IT Service Management across Technology by setting service management standards, monitoring service performance, governing service level agreements and driving service improvement initiatives, working closely with business and technology stakeholders.

Key responsibilities

• Develop and enhance service management frameworks, standards and practices, assess maturity and guide technology functions
• Define, maintain and monitor service level agreements and performance measures, and recommend improvements where targets are missed
• Set and monitor service KPIs, build performance reports and dashboards, and analyse trends to support decisions
• Develop service improvement plans, coordinate their implementation and track outcomes
• Support problem management, root cause analysis and corrective and preventive actions to improve reliability
• Work with business stakeholders to turn their expectations into measurable service requirements
• Establish governance mechanisms, standardise practices and promote adoption of service management methodologies

Required profile

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business Administration or a related field
• 6-8 years of experience in IT Service Management, Technology Operations, Service Performance Management, Service Governance or related areas
• Experience in SLA monitoring, service performance measurement and reporting, and in developing service improvement plans
• Experience working with business and technology stakeholders to define service requirements and resolve performance issues

Required skills

• Strong understanding of service management frameworks, operational performance, continuous improvement and service governance
• Analytical, stakeholder management, problem-solving, reporting and communication skills
• Compliance with departmental policies, safety, quality and environmental controls, and information security standards