Service Management Specialist

About the role

The Service Management Specialist will be responsible for handling all escalated P1 and P2 incidents, ensuring swift resolution and maintaining service availability. This onsite role in Dublin requires close collaboration with resolvers, business stakeholders, and vendors to manage major incidents and drive continuous improvement.

Key responsibilities

• Manage end‑to‑end escalation of P1 and P2 incidents, coordinating with Problem Management for root‑cause analysis.
• Communicate incident status, business impact, and resolution timelines to stakeholders.
• Ensure strict adherence to SLA commitments and service availability targets.
• Streamline major incident and incident management processes, proposing improvements.
• Coordinate with Problem, Change, and Vendor teams for effective service recovery.
• Lead bi‑weekly Service Management operations meetings and daily huddles with incident managers.
• Monitor service management mailboxes, manage shift schedules, leaves, and permissions.

Required profile

• Proven experience handling high‑severity (P1/P2) incidents in an IT service environment.
• Strong ability to assess business impact and validate incident priority with customers.
• Excellent communication skills for coordinating across technical and business teams.
• Experience leading operational meetings and managing team schedules.

Required skills

What we offer

• Full‑time, onsite position within a global technology leader.
• Opportunities to work on critical incidents and drive service improvements.
• Collaborative environment with access to a large network of professionals.