MIM, Problem, Change Management Advisor - Associate Principal Service Management
Core
Oversees and facilitates ITIL-based service support, managing incident, problem, request, and change management to improve service quality and coordinate client-facing resources.
Role type
Associate Principal Service Management Advisor (ITIL/Service Management)
Builds
IT service delivery processes and client service quality commitments
Domain
IT Service Management (ITIL), Enterprise Services
Deliverable
dashboards & analysis
Required skills
Incident management, Major incident leadership, Problem management, Change management, Service level agreement (SLA) monitoring, Vendor performance management, SIAM process coordination, Team leadership, Continuous improvement, Stakeholder communication
Preferred skills
None stated
Technologies
ITSM tools, SIAM tooling
Responsibilities
Provide command-and-control leadership during major incidents; Lead and facilitate major incident bridge calls; Own end-to-end incident governance; Coordinate cross-functional technical teams; Compile, analyze, and report statistical data and trends relating to service level compliance; Establish and lead a continuous service improvement program; Direct services delivery teams regarding policies and plans; Perform periodic audits to determine compliance with client ITIL processes; Monitor tickets within service management tooling; Oversee vendor performance and attend performance reviews.
Seniority
Associate Principal, hands-on IC with team leadership