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The Service Management Senior Advisor serves as a senior-level ITSM subject matter expert responsible for overseeing service delivery performance across one or more managed services clients. This role provides strategic guidance, governance, and operational oversight to ensure services are delivered in alignment with contractual obligations, ITIL best practices, organizational standards, and customer expectations.
The Senior Advisor partners closely with client stakeholders, delivery leadership, Service Desk, Application Support, and ServiceNow teams to drive service excellence, improve customer experience, reduce operational risk, and implement continual service improvement initiatives. The role leverages operational analytics, trend analysis, and ITSM process expertise to proactively identify opportunities for improvement and enhance overall service health and performance.
Key Responsibilities
Service Delivery & Governance
- Serve as the senior ITSM advisor for assigned client portfolios.
- Interpret and govern contract SLAs, KPIs, OLAs, and service commitments.
- Monitor service performance and ensure compliance with contractual and operational requirements.
- Lead service reviews with internal stakeholders and client leadership teams.
- Provide guidance and oversight across Incident, Request, Problem, Knowledge, and Service Level Management processes.
- Partner with delivery leaders to identify service risks and implement mitigation strategies.
Service Performance & Continuous Improvement
- Analyze service trends, metrics, operational performance, and customer feedback.
- Lead root cause analysis activities and drive corrective actions.
- Develop and execute Continual Service Improvement (CSI) initiatives.
- Identify process optimization opportunities that improve efficiency, quality, and customer experience.
- Drive standardization of ITSM processes across accounts and service towers.
- Facilitate service improvement plans and monitor progress against objectives.
Client & Stakeholder Management
- Build and maintain trusted advisor relationships with client stakeholders.
- Present service performance, risks, improvements, and strategic recommendations during governance meetings.
- Act as an escalation point for service management concerns and service performance issues.
- Partner with account leadership to align services with business objectives and customer priorities.
- Facilitate effective communication between client, delivery teams, and leadership.
Reporting & Analytics
- Oversee development and delivery of service performance reporting.
- Evaluate KPI, SLA, CSAT, operational, and service health metrics.
- Translate complex operational data into actionable insights and recommendations.
- Identify emerging trends, recurring issues, and opportunities for proactive improvement.
- Support executive-level reporting and quarterly business reviews.
ITSM Leadership
- Promote adoption of ITIL best practices across the organization.
- Mentor Advisors and support development of Service Management capabilities.
- Participate in organizational initiatives focused on process maturity, automation, and service innovation.
- Support implementation and optimization of ServiceNow and other ITSM tools.
Skills and Experience
- Generally, requires a bachelor’s degree and 8 years of related experience, a master's degree and 6 years of related experience, or 11 years of related experience and no degree.
- 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.
- 5+ years supporting managed services environments.
- ITIL v4 Certification required.
- Strong knowledge of Incident, Problem, Change, Request, Knowledge, and Service Level Management.
- Experience leading customer-facing governance and service review meetings.
- Strong analytical and reporting skills with experience interpreting service performance data.
- Experience with ServiceNow reporting, dashboards, and ITSM processes preferred.
- Healthcare IT experience preferred.
- Excellent verbal, written, presentation, and stakeholder-management skills.
- Proven ability to influence outcomes without direct authority.
Additional details
- Travel, including overnight domestic trips may be required.
- Approximately 10% travel.
- Remote position with occasional client and organizational travel requirements.
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
