Service Integration Process Specialist at Nexio

Job Description


The Service Integration & ITSM Process Specialist is responsible for the governance, coordination, and continual improvement of IT Service Management (ITSM) processes within the Service Integration and Managed Services environment.
The role ensures effective integration and alignment between internal operational teams and external service providers, enabling consistent delivery of services in accordance with agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and contractual obligations.


Operating within a Service Integration and Management (SIAM) framework, the role provides process oversight, performance monitoring, and cross-provider coordination across the following service management disciplines:


Problem Management
Availability Management
Capacity Management
Change Management
Asset Administration
Customer Satisfaction & Service Quality Assurance
The incumbent plays a key role in ensuring that service providers adhere to defined ITSM processes, while enabling end-to-end service visibility, operational governance, and continuous service improvement.


ROLE REQUIREMENT

Service Integration & Process Governance


Ensure consistent adoption and execution of ITSM processes across internal teams and external service providers.
Act as the coordination point between service providers to ensure integrated service delivery.
Monitor adherence to agreed service management processes, policies, and governance frameworks.
Identify cross-supplier operational risks and escalate issues impacting service delivery.
Facilitate collaboration between operational teams and Service Providers service providers to support end-to-end service performance.
Support service governance forums and operational review meetings


Problem Management Coordination


Coordinate the execution of the Problem Management process across multiple service providers.
Facilitate root cause analysis investigations for recurring incidents and major service disruptions.
Ensure Service Providers contribute to Major Incident Reviews (MIRs) and provide detailed root cause analysis.
Track corrective and preventative actions resulting from problem investigations.
Maintain oversight of the Known Error Database (KEDB) and ensure known errors are documented and communicated.
Monitor trends in recurring incidents and recommend service improvement initiatives


Availability Management


Monitor and report on end-to-end service availability against agreed SLA targets.
Consolidate availability reporting across Service Providers and internal teams.
Identify availability risks impacting business services and coordinate mitigation actions.
Support the development and maintenance of Availability Plans.
Ensure Service Providers maintain appropriate monitoring and resilience capabilities.
Provide insight into availability trends and recommend service reliability improvements.


Capacity Management


Review and consolidate capacity and performance reports provided by service providers.
Monitor service performance and infrastructure utilisation against agreed thresholds.
Identify potential capacity risks that may impact service delivery.
Support forecasting of future service demand and capacity requirements.
Coordinate with Service Providers to ensure capacity planning aligns with business growth and operational demand.
Escalate performance bottlenecks and capacity risks where necessary.


Change Management Governance


Support governance of the Change Management lifecycle across internal teams and service providers.
Ensure all changes impacting services are appropriately logged, assessed, and scheduled.
Participate in Change Advisory Board (CAB) meetings to review and coordinate planned changes.
Identify and mitigate risks associated with conflicting or concurrent changes across Service Providers.
Ensure service-impacting changes are communicated to stakeholders in accordance with SLA requirements.
Monitor change success rates and identify trends related to failed or high-risk changes.


Asset Administration & Configuration Oversight


Maintain oversight of IT service assets and configuration information within the organisation's asset repository or CMDB. This includes ensuring that the processes are documented and executed within the contracted framework.
Ensure service providers maintain accurate asset and configuration records.
Support asset lifecycle management including asset registration, tracking, and retirement.
Assist with asset reconciliation and periodic audits.
Ensure asset information supports effective service management and operational visibility.


Customer Satisfaction & Service Quality Assurance


Monitor customer satisfaction indicators and service quality metrics.
Analyse service feedback from surveys, service reviews, and operational engagements.
Identify trends affecting customer experience and recommend service improvements.
Perform quality assurance reviews of service management records (incidents, changes, and problems).
Support service review meetings with internal stakeholders and clients.
Track and report on Continual Service Improvement (CSI) initiatives.


Reporting & Continuous Service Improvement


Produce consolidated reporting across service management processes.
Analyse service performance data and identify trends, risks, and improvement opportunities.
Support governance reporting for operational and executive stakeholders.
Maintain service management documentation, procedures, and work instructions.
Promote and support continual service improvement initiatives across Service Providers and operational teams.


KEY PERFORMANCE INDICATORS (KPIs)


End-to-end service availability compliance to SLA targets
Reduction in recurring incidents and problem recurrence
Capacity and performance threshold compliance
Change success rate and reduction in failed changes
Accuracy and completeness of asset and configuration records
Customer satisfaction and service quality improvement
Compliance to ITSM governance processes
Delivery of service performance reporting inline with contracted deliverables


TECHNICAL & PROFESSIONAL COMPETENCIES


Strong knowledge and demonstrated experience of ITIL Service Management principles
Understanding of Service Integration and SIAM operating models
Experience in Problem, Change, Availability, and Capacity Management
Ability to analyse operational data and performance metrics
Experience working with ITSM platforms (ServiceNow, Remedy, or similar)
Strong governance, documentation, and reporting skills
Understanding of multi-vendor managed services environments


BEHAVIOURAL COMPETENCIES


Analytical thinking and problem solving
Strong attention to detail and quality assurance
Stakeholder engagement and communication
Collaboration and relationship management
Organisational and coordination skills
Continuous improvement mindset
Ability to manage multiple priorities across teams


QUALIFICATIONS & EXPERIENCE

Essential


Diploma or Degree in Information Technology, Computer Science, or related field
ITIL Foundation Certification
Minimum 3 - 5 years experience in IT Service Management or Managed Services environments


Advantageous


Experience working in a Service Integration (SIAM) environment
ITIL Specialist certifications in Problem, Change, or Service Management
Experience managing or coordinating services across multiple Service Providers or Service Providers