Service Management Specialist (Change Managemet)
Service Management Specialist (Change Managemet)
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Job Description
Who we are:
Who you are:
At Geotab we are always looking for amazing talent who can contribute to our growth and deliver results. We are seeking a calm confident and detail-oriented Service Management professional who thrives in high-pressure environments and excels at coordinating complex technical incidents with a structured process-driven bring a strong understanding of ITIL practices and a passion for restoring critical services with speed and precision. Your communication skills are second to noneyou know how to deliver clear consistent updates to both technical teams and business stakeholders during major are a natural problem-solver who thinks critically acts decisively and remains composed when the stakes are high. You can swiftly align cross-functional teams escalate effectively and take ownership of the end-to-end incident lifecycle. Collaborative by nature but assertive when needed you lead with empathy and clarity to drive resolution and continuous are always looking aheadidentifying opportunities to enhance incident response strengthen operational resilience and contribute to a reliable IT environment that supports business continuity and customer trust.
What youll do:
The Service Management Specialist is responsible for ensuring the smooth execution and continuous improvement of IT services within the organization. This involves managing Major Incidents Problems Changes and Transitions as well as delivering comprehensive Service Reporting. The role requires close collaboration with IT Delivery Teams PMO and DevOps to ensure Run services consistently meet their Service Level Objectives (SLOs) and business needs. Strong communication teamwork and coordination skills are essential for success in this role.
How youll make an impact:
Execute develop implement and maintain Service Management processes including Major Incident Problem Change and Transition Management as well as Service Reporting.
Build and implement Service Management processes that support both agile and waterfall methodologies.
Act as a change agent leading and supporting teams in adopting and refining Agile Frameworks.
Ensure cross-functional coordination and collaboration among IT Delivery Teams PMO and DevOps to enhance service delivery and achieve high productivity and service management quality.
Proactively monitor service level performance promptly address deviations and conduct post-implementation reviews (PIRs) to ensure continuous improvement.
Provide leadership and a quality focus to improve service availability and reliability.
Ensure compliance with Geotabs processes and alignment with IT Service Management industry best practices and methodologies including ITIL.
Provide guidance training and knowledge development to support staff.
Establish and maintain management reporting on key IT Service Management processes including Major Incident Problem Change Management and escalations.
Ensure Delivery teams meet requirements for metrics and operational results.
Support Geotabs global strategic initiatives mission values and other assigned duties.
Participate in on-call rotation and maintain flexible work hours to support the needs of the business.
Run the Change Advisory Board (CAB) to review approve and manage enterprise changes.
Drive the implementation and continuous improvement of change enablement processes aligned with ITIL and organizational needs.
Leverage AI and develop automation scripts and tools to streamline change and incident processes.
Utilize Generative AI tools to analyze and improve processes and workflows.
Collaborate with DevOps and delivery teams to implement automation and monitoring tools for service performance.
Create and maintain dashboards reports and metrics to measure and communicate process effectiveness.
Engage with stakeholders to gather requirements and ensure alignment with business objectives.
Act as a point of escalation for critical service delivery issues.
What youll bring to the role:
10-12 years of experience in IT management or other IT process-oriented roles
Major incident coordinating experience
Proven track record of implementing ITSM processes tools and automation solutions.
Strong background in ITIL including Major Incident Problem and Change Management.
Proficiency with ITSM tools like ServiceNow Jira or similar platforms.
Hands-on experience with automation tools (e.g. Ansible Terraform) and scripting languages (e.g. Python PowerShell).
Familiarity with Generative AI tools and their application in ITSM and operational efficiency.
Strong data and analytics skills for creating metrics dashboards and actionable insights.
Exceptional communication and interpersonal skills for effective stakeholder engagement.
Strong organizational and problem-solving abilities to drive continuous improvement.
Entrepreneurial mindset with a collaborative and team-oriented approach.
Why job seekers choose Geotab
Flex working arrangements
Home office reimbursement program
Baby bonus & parental leave top up program
Online learning and networking opportunities
Electric vehicle purchase incentive program
Competitive medical and dental benefits
Retirement savings program
*The above are offered to full-time permanent employees only
How we work
Required Experience:
Unclear Seniority
Employment Type
Full Time
