Service Management – Senior Advisor

Key Responsibilities

• Serve as the senior ITSM advisor for assigned client portfolios.
• Interpret and govern contract SLAs, KPIs, OLAs, and service commitments.
• Monitor service performance and ensure compliance with contractual and operational requirements.
• Lead service reviews with internal stakeholders and client leadership teams.
• Provide guidance and oversight across Incident, Request, Problem, Knowledge, and Service Level Management processes.
• Partner with delivery leaders to identify service risks and implement mitigation strategies.

Service Performance & Continuous Improvement

• Analyze service trends, metrics, operational performance, and customer feedback.
• Lead root cause analysis activities and drive corrective actions.
• Develop and execute Continual Service Improvement (CSI) initiatives.
• Identify process optimization opportunities that improve efficiency, quality, and customer experience.
• Drive standardization of ITSM processes across accounts and service towers.
• Facilitate service improvement plans and monitor progress against objectives.

Client & Stakeholder Management

• Build and maintain trusted advisor relationships with client stakeholders.
• Present service performance, risks, improvements, and strategic recommendations during governance meetings.
• Act as an escalation point for service management concerns and service performance issues.
• Partner with account leadership to align services with business objectives and customer priorities.
• Facilitate effective communication between client, delivery teams, and leadership.

Reporting & Analytics

• Oversee development and delivery of service performance reporting.
• Evaluate KPI, SLA, CSAT, operational, and service health metrics.
• Translate complex operational data into actionable insights and recommendations.
• Identify emerging trends, recurring issues, and opportunities for proactive improvement.
• Support executive-level reporting and quarterly business reviews.

ITSM Leadership

• Promote adoption of ITIL best practices across the organization.
• Mentor Advisors and support development of Service Management capabilities.
• Participate in organizational initiatives focused on process maturity, automation, and service innovation.
• Support implementation and optimization of ServiceNow and other ITSM tools.