Service Management Advisor

What success looks like in this role:

About the Role

We are seeking a highly skilled and resilient Service Management Officer (SMO Advisor) to join our team and coordinate critical service operations for a UK-based client. This role is pivotal in ensuring smooth service delivery, managing ITIL processes, and driving continuous improvement in a dynamic and challenging environment. As the SMO Advisor, you will oversee incident, change, problem, SLA, and catalog management while collaborating with internal teams and the client to ensure operational excellence. The position requires a proactive leader who can navigate complex situations, establish order in evolving processes, and foster strong relationships with stakeholders.

Key Responsibilities

• Service Management & Governance:
  • Oversee ITIL-aligned processes, including incident, problem, change, SLA, and catalog management.
  • Ensure compliance with timelines and contractual obligations while driving service quality improvements.
  • Monitor SLA performance and implement corrective actions as necessary.
• Client Relationship Management:
  • Act as the senior point of contact for the client, ensuring clear communication and alignment on deliverables.
  • Guide the client through process improvements and manage expectations effectively.
• Operational Oversight:
  • Coordinate internal support teams and strategic partners to resolve issues efficiently.
  • Conduct audits to ensure compliance with ITIL processes and policies.
• Continuous Improvement:
  • Establish a continuous service improvement program for all in-scope processes.
  • Identify gaps in transition processes and implement solutions to address them.

You will be successful in this role if you have:

• Bachelor’s degree (BA/BS) or equivalent experience; 5+ years of relevant experience in service management roles.
• Strong knowledge of ITIL frameworks with hands-on experience in incident, problem, change, SLA, and catalog management.
• Exceptional stress tolerance and problem-solving skills to navigate chaotic or undefined situations.
• Excellent communication skills in English; ability to lead discussions with clients and internal stakeholders confidently.
• Proven ability to drive results in a high-pressure environment while maintaining strong relationships.

What We Offer:

• Hybrid/full remote working options (depending on commuting distance).
• Monthly gross 42,500 HUF cafeteria allowance, regardless of weekly working hours.
• Premium private health insurance package (available after 6 months of tenure).
• Home office allowance.
• Access to learning and training opportunities, along with the support of a collaborative and experienced team.

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