Nordic
Service Management – Senior Advisor
US - National · Senior
Sponsorship not specifiedDetected 5 days ago
Stakeholder ManagementProcess ImprovementLeadershipCommunication
About the role
- The Service Management Senior Advisor serves as a senior-level ITSM subject matter expert responsible for overseeing service delivery performance across one or more managed services clients.
- This role provides strategic guidance, governance, and operational oversight to ensure services are delivered in alignment with contractual obligations, ITIL best practices, organizational standards, and customer expectations.
- The role leverages operational analytics, trend analysis, and ITSM process expertise to proactively identify opportunities for improvement and enhance overall service health and performance.
Responsibilities
- Lead service reviews with internal stakeholders and client leadership teams.
- Partner with delivery leaders to identify service risks and implement mitigation strategies.
- Lead root cause analysis activities and drive corrective actions.
- Develop and execute Continual Service Improvement (CSI) initiatives.
- Drive standardization of ITSM processes across accounts and service towers.
- Build and maintain trusted advisor relationships with client stakeholders.
- Partner with account leadership to align services with business objectives and customer priorities.
- Support executive-level reporting and quarterly business reviews.
- Mentor Advisors and support development of Service Management capabilities.
Skills
- Bachelor's degree in Computer Science, Information Technology, Engineering, Business, or related field preferred.
- 8+ years of IT Service Management experience with increasing levels of responsibility.
- 5+ years supporting managed services environments.
- ITIL v4 Certification required.
- Strong knowledge of Incident, Problem, Change, Request, Knowledge, and Service Level Management.
- Experience leading customer-facing governance and service review meetings.
- Strong analytical and reporting skills with experience interpreting service performance data.
- Experience with ServiceNow reporting, dashboards, and ITSM processes preferred.
- Healthcare IT experience preferred.
- Excellent verbal, written, presentation, and stakeholder-management skills.
- Proven ability to influence outcomes without direct authority.
- Travel, including overnight domestic trips may be required.
Benefits
- Evaluate KPI, SLA, CSAT, operational, and service health metrics.
This listing is sourced directly from Nordic's careers page and normalized into a canonical job model.