Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Service Management Specialist who has strong communication skills, enjoys coordinating and taking on new challenges. You will be working closely with IT Delivery Teams, PMO and DevOps, to ensure the “Run” Services meet their SLOs and Business needs. If you love technology, and are keen to join an industry leader — we would love to hear from you!
What you’ll do
As a Service Management Specialist, your key area of responsibility will be 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. To be successful in this role, you will be a self-starter with strong written and verbal communication skills, and be a strong team-player with the ability to engage with all levels of the organization.
How you'll make an impact
- 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 & 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
- On-call flexible hours of work is required
What you'll bring to this role
- Post-Secondary Diploma/Degree in Computer Science, Information Systems, or equivalent experience required
- ITIL Foundations V3 or 4 is mandatory
- 8+ years of experience related to IT Management or other IT process oriented roles
- Experience working with Key Performance Indicators to drive business value
- Exposure and experience with IT Service Management to understand the importance of transitioning projects into the steady state service model
- Practical experience with Agile & Waterfall methodologies and Service Management tools such as Jira
- Proficiency and experience working with Cloud Services
- Strong practical experience with the ITIL framework e.g. Major Incident, Problem, Change Management, Measurement & Reporting as well as Transition Planning
- Comfortable with ambiguity and time spent outside of comfort zone acquiring new skills
- Strong interpersonal relationship building skills and the ability to manage stakeholder expectations
- Strong data & analytical skills with the ability to problem-solve to well-judged decisions
- Entrepreneurial mindset and comfortable in a flat organization
- Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).
- A strong team-player with the ability to engage with all levels of the organization.
If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply.
Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.
