Service Management Specialist

Project roles and responsibilities

Goals and deliverables

Key responsibilities:

• Ensure the effective operation and service delivery of document management application M-Files, as well as its integrations with our application portfolio (Shared Drive, Sharepoint etc.), including indecent handling and performance management.
• Act as the interface between the business and technical stakeholders ensuring the solution meets evolving business requirements.
• Manage external vendors to ensure contract compliance, timely resolution of issues and alignments with SLAs, and oversee performance metrics.
• Ensure appropriate documentation is maintained around the solution architecture, configuration, operational procedures and integrations.
• Monitor and manage software licensing and ensure compliance with licensing terms.
• Drive incident and problem management process, ensuring root cause analysis and implementation of long-term fixes.
• Steer the lifecycle of the solution, including planning for changes, enhancements or transformation.
• Ensure service governance and compliance with IT policies and processes.
• Act as technical expert for integrations and complex services scenarios of the solutions and its connections with the existing platforms ecosystem into existing infrastructures and improve offers to future transformations.
• Collaborate with stakeholders to shape the roadmap of the services, ensuring they evolve in line with organizational strategy.
• Use data and insights to influence service improvements and prioritize enhancements.
• Proactively identify and implement changes to improve service capabilities, user experience, and operational efficiency.
• Collaborate in the centralized knowledge strategies that combine the repositories, ensuring data accuracy and accessibility, reducing the business silos without jeopardizing security standards.
• Measure and improve key service KPIs (e.g., resolution time, user satisfaction).
• Deliver specific reporting and analysis on services’ quality, usage and satisfaction.

Qualification and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience as Service Owner or similar role, with strong background in IT Service Management and application ownership on documentation environments.
• Strong understanding and hands on experience with M-Files (Implementation, configuration, administration).
• Demonstrated ability to manage vendor relationships, including contract and license management for document management applications.
• Familiarity with ITIL framework, Service Level Agreements (SLAs), and service lifecycle management.
• Excellent communication skills with proven ability to engage stakeholders and translate business needs into actionable technical solutions.
• Strategic problem solver with strong technical expertise, capable of leading through ambiguity, innovation and changes.
• Previous experience in transitional roles focused on business and operational continuity

Skills and Behavioral Competencies

• Customer-centric approach with a focus on user satisfaction.
• Proactive and results-oriented with a focus on continuous improvement.
• Strong analytical and problem-solving skills applied to a technological environment.
• Good communication skills and ability to build strong relationships with stakeholders
• Passion for technology and a desire to learn new skills.

Language Skills:

Fluent English (spoken and written)

Goals and deliverables

.

Expected skills

Computer science

Skill level

M-FILES

Confirmed

Microsoft Sharepoint

Confirmed

ITIL