PURPOSE OF POSITION: A Service Management Specialist II provides support for moderate to complex service assignments. They work on multiple projects/systems/issues at a time as a project team member, sometimes as a project lead. They deliver IT solutions and support for a multiple entities or offices.
Individuals within the Service Management job family work as the interface with assigned areas of the business (i.e., National Office, Regional Office, multiple Regions) for the purpose of assuring and planning IT service. These individuals serve as the relationship linkage between global ICT and National/Regional IT services. They provide highly-valued consulting level support, guidance and planning through key IT service initiatives, and review, manage and ensure service level agreements. They also communicate decisions, priorities and relevant project information to appropriate levels of staff.
Individuals must be able to communicate clearly, negotiate well, listen well, mitigate conflict, build alliances and achieve desired results using strong interpersonal and diplomacy skills. They must be able to work collaboratively with system users, other technical colleagues and business users. They need good project management skills and experience of managing multiple projects. They work closely with others on service issues across organizational and business-entity boundaries. Their knowledge of technology risks and opportunities are shared to improve the efficiency and effectiveness of the business.