Senior IT Service Management Specialist

About the role

Vodafone is looking for a Senior IT Service Management Specialist to advise clients on ITSM best practices and configure leading ITSM platforms. You will bridge ITIL‑aligned processes with technical implementation to deliver streamlined service delivery and robust governance.

Key responsibilities

• Assess client ITSM maturity, lead discovery workshops and design ITIL‑aligned processes such as Incident, Change, Problem and Request.
• Configure and customize ServiceNow, BMC Helix, Jira Service Management, Micro Focus or IBM Maximo, including workflow automation and UI tailoring.
• Design ITSM data models, CMDB structures and integration logic with monitoring and ERP tools.
• Translate technical configurations into business value for executive sponsors and C‑level stakeholders.
• Support delivery managers with planning, effort estimation and technical risk identification.
• Identify and mitigate risks related to data migration and system availability during tool transitions.
• Ensure all workflows comply with relevant regulations, industry standards and internal audit requirements.

Required profile

• 5‑8 years of experience in ITSM consulting or tool implementation.
• Bachelor’s degree in Computer Science, Information Technology or a related field.
• ITIL 4 (or v5) certification and at least one tool‑specific certification.
• Proven record of successful ITSM tool migrations and process design projects.
• Fluent in Arabic and English with strong presentation skills for technical and executive audiences.

Required skills

• ServiceNow, BMC Helix, Jira Service Management, Micro Focus, IBM Maximo.
• ITIL framework (v4/v5).
• API integrations (REST, SOAP).
• JavaScript for tool customization.
• CMDB design and discovery techniques.
• SQL for data handling.

What we offer

• Opportunity to work on global projects within a leading telecom company.
• Career development and continuous learning environment.
• Inclusive culture that supports work‑life balance.