Service Management Specialist

Role Overview

The Service Management Specialist is responsible for ensuring high-quality operational service delivery across multiple technology support functions. Acting as a central liaison between internal stakeholders, the global service desk, and external vendors, you will ensure that services consistently meet agreed standards and align with business needs.

You will play a key role in operational governance, service performance analysis, escalation management, and continuous improvement across the UK LTS technology environment. This role requires strong collaboration, analytical capability, and the ability to drive service excellence across diverse teams.

Key Responsibilities

• Stakeholder & Vendor Reviews - Lead monthly service review meetings with internal stakeholders and global service desk partners, assessing KPIs, performance trends, and operational risks.

• Continual Service Improvement - Identify service gaps, propose enhancements, and drive improvement actions through to completion.

• Vendor Performance Oversight - Participate in vendor KPI and operational review sessions to ensure contractual obligations and service levels are met.

• Operational Governance - Maintain and update service documentation, operational procedures, and support processes across the UK technology support landscape.

• Escalation Management - Manage internal customer escalations and coordinate resolution activities across support teams.

• Incident Coordination - Support the management of Priority 1 and Priority 2 incidents, including communication, tracking, and operational leadership.

• Subject Matter Expertise - Act as a central point of knowledge for operational processes, service procedures, and service management best practices.

• Data Analysis & Reporting - Analyse operational metrics to identify trends, risks, and improvement opportunities; prepare insights for leadership review.

• Relationship Building - Develop strong working relationships with stakeholders, support teams, and vendors to ensure high levels of satisfaction and service quality.

• Performance Insights - Extract and interpret reporting data to highlight improvement opportunities and present findings to senior leadership.

Required Skills & Experience

• ITSM Expertise - Strong understanding of IT Service Management frameworks and operational governance.

• Stakeholder Management - Experience leading service review meetings and managing stakeholder expectations.

• Analytical & Reporting Skills - Ability to interpret data, produce insights, and present findings clearly.

• Incident & Escalation Handling - Experience coordinating escalations and supporting major incident processes.

• Communication & Organisation - Strong communication, prioritisation, and cross-team collaboration skills.

• Continuous Improvement - Proven ability to identify and drive improvements within operational environments.