Service Management Coordinator

• Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices
• Coordinate transition of projects into ICT Operations, including readiness assessments, operational acceptance criteria, and go-live handover packages
• Proactively identify transition risks, scope gaps, and timeline constraints; escalate and track resolution with relevant stakeholders
• Develop and maintain communication and coordination procedures for all service transitions, ensuring operational teams and business stakeholders are aligned
• Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management; provide analysis and recommend follow-up actions
• Support Incident and Problem Management process activities, contributing to root cause analysis documentation and improvement tracking
• Identify and drive Continual Service...

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