Job Title: Senior IT Service Management (ITSM) Specialist Trainer
Location: Remote
Position Overview:
We are seeking a seasoned IT Service Management (ITSM) professional trainer with over 10+ years of experience in managing IT service delivery, process governance, and continual improvement. This role is designed for a professional who will not only oversee ITSM practices but also train, mentor, and develop fresh graduates entering the IT services field. The ideal candidate will bring expertise in ITIL frameworks, service delivery models, and enterprise ITSM tools, while fostering a learning environment that builds the next generation of IT service professionals.
Key Responsibilities:
- Designed and delivered structured training programs for graduate trainees on ITSM principles, ITIL practices, and service delivery models.
- Mentored and coached fresh graduates on incident, problem, change, release, and service request management.
- Provided hands-on training in ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, or equivalent).
- Reviewed trainee work in ticket handling, escalation processes, and SLA adherence, providing constructive feedback.
- Guided graduates in understanding service strategy, service design, service transition, service operations, and continual improvement.
- Conducted workshops on root cause analysis, customer service excellence, and communication best practices.
- Collaborated with HR and leadership teams to shape graduate onboarding, capability-building, and career path programs.
- Supported continual improvement of ITSM processes and ensured alignment with organizational goals and industry standards.
