Description :

Role Overview :

The ITSM Service Manager + SQL Coder is a hybrid, tech-driven role that combines strong hands-on data analytics and SQL development capabilities with core IT Service Management (ITSM) responsibilities. The role is designed to drive data-backed improvements in IT service delivery while ensuring robust execution of ITIL-aligned service management processes across Incident, Change, Problem, Catalogue, CMDB, and Knowledge Management domains.

This position requires a professional who can seamlessly balance deep technical reporting and analytics work with service governance, process maturity, and cross-functional collaboration.

Primary Responsibilities (Approx. 20% SQL & Reporting Focus) :

Data Analytics, SQL Development & Reporting :

- Design, develop, and maintain complex SQL/PostgreSQL queries to extract, transform, and analyze ITSM data from multiple sources.

- Develop standardized and ad-hoc reports that provide actionable insights into service performance, incident trends, SLA adherence, root causes, and operational risks.

- Translate business and ITSM requirements into efficient, scalable SQL-based reporting solutions.

- Build, maintain, and enhance dashboards to support operational, tactical, and strategic decision-making.

- Continuously optimize SQL queries, database structures, and reporting logic to improve performance, accuracy, and usability.

- Ensure data integrity, consistency, and alignment with ITSM processes and reporting standards.

- Perform trend analysis and predictive insights to support Continuous Service Improvement (CSI) initiatives.

- Provide advanced SQL support to ITSM stakeholders and leadership as required.

- Conduct SQL and reporting training sessions for team members to improve data literacy and self-service reporting capabilities.

- Document SQL logic, data models, and reporting frameworks for long-term maintainability.

Secondary Responsibilities (Approx. 80% ITSM Service Management) :

Service Management & ITIL Process Support :

- Actively support and contribute to Incident, Major Incident, Change, Problem, and Service Catalogue Management processes.

- Ensure consistent execution of ITIL-aligned service management practices across regional and global operations.

- Drive continuous improvements in service reliability, responsiveness, and customer satisfaction.

CMDB & Knowledge Management :

- Own and manage the Configuration Management Database (CMDB), ensuring accuracy, completeness, and regular audits of configuration items (CIs).

- Ensure strong integration of CMDB with Incident, Change, Problem, and Catalogue Management processes.

- Identify, analyze, and remediate CMDB discrepancies and process gaps.

- Manage Knowledge Management (KM) practices, ensuring high-quality, reusable, and up-to-date knowledge articles.

- Promote knowledge reuse to reduce incident resolution time and recurring issues.

Documentation & Process Standardization :

- Document regional and global tools, workflows, operating procedures, and governance models used by the Service Management team.

- Ensure documentation is clear, usable, and aligned with global standards while accommodating regional requirements.

- Develop and maintain internal work instructions for Incident and Major Incident Management.

Cross-Functional Collaboration & Flexibility :

- Demonstrate strong cross-functional flexibility by supporting multiple service management disciplines as required.

- Collaborate with infrastructure, application, security, and business teams to deliver high-quality IT services.

- Actively contribute to a culture of collaboration, accountability, and continuous improvement.

- Support audits, reviews, and service governance forums as needed.

- Perform additional duties aligned with service management objectives as required.

Key Competencies & Skills :

Technical Skills :

- Strong hands-on expertise in SQL and PostgreSQL, including complex joins, subqueries, performance tuning, and data modeling.

- Experience working with ITSM tools (e.g., ServiceNow, BMC, Remedy, or similar platforms).

- Strong understanding of ITSM data structures, KPIs, SLAs, and operational metrics.

- Experience building dashboards and reports using BI or reporting tools integrated with ITSM platforms.

Service Management Skills :

- Solid understanding of ITIL best practices and service lifecycle concepts.

- Experience in Incident, Major Incident, Change, Problem, CMDB, and Knowledge Management.

- Ability to analyze service performance and translate findings into improvement actions.

Professional & Behavioral Competencies :

- Ability to translate complex technical and operational issues into clear, structured, and actionable insights.

- Highly self-motivated, proactive, and customer-service oriented.

- Strong organizational and time management skills.

- Ability to prioritize and execute tasks effectively in high-pressure and incident-driven environments.

- Strong analytical, research, and problem-solving skills.

- Excellent written and verbal communication skills in English.

- Proven ability to work effectively in a collaborative, team-oriented environment.

- High adaptability to changing business needs, priorities, and processes.

Key Performance Indicators (KPIs) :

- Timeliness, quality, and effectiveness of Incident and Major Incident Management operations.

- Number, depth, and business value of insights derived from incident and RCA reporting.

- Accuracy, relevance, and usability of ITSM dashboards and reports.

- Quality, performance, and scalability of SQL queries and reporting solutions.

- Frequency and outcomes of CMDB audits, including identification and resolution of inaccuracies.

- Improvement in incident record quality following training and process interventions.

- Effectiveness of SQL and ITSM training measured through reduced incident recurrence and stakeholder feedback.

- Clarity, consistency, and usability of internal work instructions and process documentation.

- Demonstrable improvements driven by Continuous Service Improvement (CSI) initiatives.

- Enhanced cross-team collaboration as evidenced by feedback, smoother workflows, and improved service outcomes.