ITSM IT Service Management Specialist

IntraEdge has a long-term (potential multi-year) opportunity for an ITSM IT Service Management Specialist.

Candidates Must Be Local To The Phoenix Market

TOP SKILLS :

ITSM - IT Service Management

Vendor Management

Project Management

Great Knowledge of IT Infrastructure

ITIL / PMP Certs - Great to Have

Job Title : IT Service Management Specialist for Operational Technology

Job Location : Tempe, AZ (Hybrid / 2 days a week in the office)

This position will report directly to the U.S Head of Infrastructure and Service Management

Job Location : The IT Service Management Specialist for Operational Technology is responsible for managing relationships with IT Infrastructure vendors, ensuring the effective delivery and security of services, also overseeing contract management. This role requires coordination between IT teams and external service providers to ensure the alignment of IT infrastructure services with business objectives. The position plays a critical role in ensuring service excellence and cost-effectiveness while fostering strong partnerships with third-party vendors.

Key Responsibilities :

Service Management Role

• Oversees day-to-day operation of Operational Technology support teams as well as external suppliers; ensures effective and efficient delivery of support with adherence to Request, Incident, Problem and Change Management processes and procedures within timeframes set by severity levels.
• Ongoing IT Service Management of all U.S. Operational Technology, leveraging formal (ITIL) v3 practices.
• Develop processes, measures, KPI’s to track and manage IT Performance and service delivery of the services.
• Effectively manages cost, quality, and performance of Operational Technology services.
• Track vendor costs and ensure budget adherence, identifying cost-saving opportunities.
• Together with Procurement and manage team, negotiates vendor contracts, specifically to ensure
• inclusion of applicable SLAs and KPIs. Ensures appropriate data is available, collected and
• reported by vendor Monthly / Quarterly to support SLA measurement and adherence.
• Leads continual service improvement and ongoing process maturity through regular service
• reviews, trend analysis and metrics reporting and through engagement with stakeholders.
• Ensures the successful transitioning of Operational Technology from Development / Build Stage to
• the Run State (establishes support resources, SLAs, support models, application monitoring, hypercare, etc.)
• Acts as the Run Service Owner and / or Service Delivery Mgr. for all US IT Operational Technology services.
• Serves as the management escalation contact for business partners and IT in the region.
• Develop and maintain strong relationships with IT infrastructure vendors Facility Security (CCTV,
• access control, alarm system, Gate automation, etc), Handling / Warehouse (Handheld Scanners, Label Printers, Forklift Management, Dimensioning, Smart Lockers, etc) and others (Virtual Receptionist, Laser printers, Tablets, etc)
• Manage vendor selection processes, including RFPs, negotiations, and finalizing contracts.
• Conduct regular risk c assessments with vendors. Identify and mitigate risks associated with
• vendor services, including data security, compliance, and operational risks.
• Monitor service delivery against defined KPIs and SLAs, ensuring timely resolution of service-
• related issues.
• Support audit and compliance reviews as they pertain to IT infrastructure services.
• Collaborate with vendors to drive innovation, process improvements, and best practices in IT
• infrastructure services.
• Stay informed on industry trends, emerging technologies, and market conditions to enhance
• vendor management strategies.
• Work closely with internal IT teams to understand service needs and ensure vendor services meet
• expectations.
• Act as the primary point of contact for vendors in resolving service-related issues and facilitating communication between stakeholders.

Skills / Requirements :

Experience :

3-5 years of experience in IT service management, vendor management, or procurement. o Experience IT infrastructure services (data centers, networking, end-user devices, cloud,

etc.) is highly preferred.

Key Metrics for Success :