Senior Service Engineer

Purpose

As a Senior Service Engineer, you will join the IT Governance business unit and will be responsible for overseeing the performance of IT resources, ensuring that service levels are consistently met, and driving continuous improvement in service quality and operational effectiveness.

What you will be doing

• Collect and analyze the data from various sources, including service-level agreements (SLAs)/operational level agreements (OLAs), incident reports, and performance reports, to identify trends and areas for improvement.
• Ensure that the defined performance metrics are tracked to assess the performance of IT resources effectively.
• Define the acceptable operational levels of the ITSM Services and IT Quality and cooperate with the relevant areas in setting them, according to the agreed SLAs/OLAs.
• Oversee the development and implementation of the roadmap for delivering and managing the service delivery and quality improvement plan, metrics and governance.
• Provide updates to the IT Service Management Domain Leader on service performance and quality, progress on improvement initiatives, ISO audit progress and findings, and any issues that arise.
• Act as a Major Incident Manager (MIM) surrogate to support major incident processes.
• Mentor and guide Service Officers, Specialists and Service Engineers, sharing knowledge and experience to help them develop their expertise.

What you need to have

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related field.
• Master’s degree in Information Technology, Computer Science or a related discipline will be considered an asset.
• At least 7 years of hands-on experience in IT services, with a strong understanding of service management and delivery.
• Solid knowledge of IT Service Management frameworks (e.g. ITIL), including experience in incident management, service quality and standards, and IT governance practices.
• Demonstrated experience in process excellence, including process effectiveness and efficiency, as well as continuous process and quality improvement initiatives.
• Strong analytical thinking skills, with the ability to interpret data, produce meaningful reports, and support data-driven decision making.
• Excellent communication and stakeholder management skills, combined with a high level of accountability, attention to detail, and learning agility in a dynamic environment.