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Technical Service Excellence Specialist
3 weeks ago
As our business growth story continues, we are seeking a Technical Service Excellence Specialist to drive exceptional technology experiences through hands-on resolution of complex service issues, proactive identification, and removal of delivery bottlenecks.
The position will ensure technology services are delivered efficiently and effectively by actively coordinating across teams, directly resolving escalated issues, and implementing practical service improvements. Based in our Newmarket Support Office and reporting to the Head of IT Operations, we support a hybrid working model where you will have the flexibility to balance your work environment.
Key Accountabilities:- Lead day-to-day management of service desk partner relationship including performance monitoring, issue resolution, and continuous improvement planning.
- Actively investigate and drive resolution of complex or stuck tickets, including direct coordination with vendors and technical teams.
- Take ownership of critical service issues.
- Proactively identify and resolve service bottlenecks.
- Identify and drive cross-provider service improvement opportunities.
- Partner with service desk provider to identify and prioritize automation opportunities within ServiceNow.
You will bring approximately 5+ years in IT service management, with strong vendor and proven process improvement experience and ITIL certification.
You will be a proactive team player with a collaborative mindset, always willing to step in and support where needed, taking the initiative and contributing to the team's overall success.
