ITSM Senior Advisor

Job Summary

Serving as a senior-level ITSM subject matter expert, the full-time Service Management Senior Advisor will oversee service delivery performance across managed services clients, providing strategic guidance and operational oversight while working remotely with occasional travel.

Key Responsibilities

• Serve as the senior ITSM advisor for assigned client portfolios, governing contract SLAs, KPIs, and service commitments
• Analyze service trends and metrics to drive continual service improvement initiatives and optimize processes
• Build and maintain trusted advisor relationships with client stakeholders, presenting service performance and strategic recommendations

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field preferred
• 8+ years of IT Service Management experience with increasing levels of responsibility
• ITIL v4 Certification required
• 5+ years supporting managed services environments
• Strong analytical skills with experience interpreting service performance data