IT Service Management Specialist

IT Asset Management & Procurement Coordination:

• Coordinate and validate IT asset requests from business units and plant locations.
• Raise and monitor Purchase Requisitions (PRs) in SAP for IT hardware, software, and services.
• Track procurement activities through the PR, PO, and GRN lifecycle to ensure timely delivery.
• Liaise with internal stakeholders and vendors to facilitate asset deployment and support.
• Maintain accurate tracking of asset requests and provide regular status updates.
• Support asset audits, reconciliation exercises, and CMDB / asset register accuracy.

Service Provider & SLA Management:

• Monitor vendor performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Prepare service performance reports, scorecards, and dashboards.
• Identify service gaps, escalating non-compliance and recommending corrective actions.
• Support vendor review meetings and ensure action items are tracked to closure.

Project & Service Delivery Coordination:

• Track open IT projects, work orders, and service requests to ensure timely completion.
• Maintain project and service delivery trackers and proactively resolve bottlenecks.
• Provide regular status reports highlighting risks, dependencies, and outstanding actions.
• Support root cause analysis and post-implementation reviews for major incidents or delayed projects.

IT Service & Technical Support:

• Provide support for desktops, laptops, mobile devices, operating systems, and business applications.
• Manage and resolve IT incidents and service requests in line with agreed SLAs.
• Install, configure, troubleshoot, and maintain IT infrastructure components including printers, scanners, biometric devices, network connectivity, and Wi-Fi services.
• Support IT asset deployment, recovery, tracking, and compliance activities.
• Contribute to incident, problem, and change management processes within the ITSM framework.
• Support the continuous improvement of IT service management practices and documentation.
• Perform other duties as assigned by the Lead, IT Service Management.

Qualifications & Experience
Education:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.

Experience:

• Minimum of 5 years of experience in IT Service Delivery, IT Service Management, IT Asset Management, or a related IT operations role.
• Experience working within a large, multi-site organization is an advantage.
• Experience coordinating third-party vendors and field service resources is preferred.

Professional Certifications

• ITIL Foundation Certification is an added advantage.

Technical Knowledge:

• Working knowledge of SAP procurement processes (PR / PO / GRN).
• Familiarity with ITSM platforms such as ServiceNow, Freshservice, or similar tools.
• Proficiency in Microsoft Excel and PowerPoint for reporting and analysis.