Purpose of the job: 

The IT Service Management specialist role supervises, coordinates, and maintains the levels of service agreed with and expected by the business, while keeping a constant focus on improving the performance of the services provided. The role also requires the management of major incident escalations, ability to manage virtual team in a matrix organisation and mediate win-win solution for all stakeholders.

Your Responsibilities:  

Lead and be the main contact point for the managed service organization (3rd party) for all the operational activities of the IT Helpdesk / ServiceNow. 
Manage and control Incident, Problem, Change processes in respect of the internal process 

Change management responsibilities 

Change Management operational coordination including chairing CAB meetings
Obtain consensus across IT Leadership
Publish processes and procedures
Train across IT regarding any ITSM area where needed
Make continual improvements as necessary

Incident management: 

Incident trend and aging ticket analysis 
Organize the resolution process, by getting the resolvers together, facilitating the communication, and the information flow 
Handle escalations, if its needed for faster resolutions, remove blockers, organize ad hoc calls with engineers and other resolver teams 
Activate problem management after a major incident to prepare RCAs 

Problem management:

Problem ticket coordination 
Upon recurring issues, or major incident raise problem tickets, and follow it until resolution 
Make sure the conclusions will be used to improve incident resolution processes 

Service Improvement

Communication on operational progress to all stakeholders
Support the maintenance of process documentations 
Escalation to relevant contacts if necessary 
Propose IT Services modifications to the Service Desk Manager to reduce user impact 
Assume responsibility for updating configuration management. 
Participate in service status meetings, providing information and analysis related to the services delivered to the business and support the Group IT Service Manager in the service delivery meetings. 
Drive Process development initiatives 
Raise requirements to the relevant managed service organization functions in order to improve efficiency. 
Assist in project management activities 
Control on-duty incident management activities / escalation management within the organization and external vendors
Continuously evaluate and improve IT service delivery processes and procedures.
Identify opportunities for automation and optimization to enhance service quality and reduce costs.

Customer Relationship Management

Build and maintain strong relationships with clients and stakeholders, acting as the primary point of contact for service-related inquiries and issues.
Conduct regular service reviews with clients to gather feedback and identify areas for improvement.

The Benefits You Will Enjoy:

Inspiring office environment in a center location of Budapest
As our name is new, you can expect exciting finance related projects and challenges
We take care of your growth you can always learn from our charismatic, professional leaders
A career path that will indicate you to develop
A company culture, where we are proud of each other, and where fun and the attitude of giving back to our environment are highly appreciated
A community where you can freely share your own creative ideas and suggestions to create a better world
Flexibility and home office – based on team agreement – here you can find real work life blend

Requirements: 

At least 3 years of proven experience in IT Service Management, with knowledge of broader Service Management best practices
Educated to degree level
ITIL Foundation knowledge or certified  is a plus
Prior manufacturing industry experience advantage
Service Now experience is a plus
Basic Microsoft Excel skills
Basic working knowledge of vendor and provider management
Show passion for customer centric services and creative problem-solving 
Excellent written and verbal communication skills 
Flexibility, problem solving, solution oriented, stakeholder management