Senior IT Service Management Advisor

About the role

The Service Management Advisor ensures effective IT service delivery and continuous improvement across Azule Energy. You will act as a bridge between technical teams and business operations, overseeing end‑to‑end delivery of business applications and managing incidents to minimise downtime.

Key responsibilities

• Coordinate incident, request, problem, change, knowledge and SLA activities in ServiceNow, ensuring ticket quality and proper escalation.
• Track and follow up application support activities with internal teams, system integrators, managed service providers and external vendors.
• Measure vendor performance and compliance, reporting on KPIs and service levels.
• Support design, development, testing, deployment and maintenance of small internal web‑based applications, dashboards, forms, automation solutions and APIs.
• Assist with UAT, operational readiness, integration handover, runbooks, knowledge articles and service catalog updates.
• Support IT contract administration and Procurement‑to‑Pay processes, including purchase requisitions, orders and contract amendments.
• Prepare service review inputs, identify recurring issues and drive continuous improvement initiatives.

Required profile

• Proven experience with IT Service Management processes and ServiceNow.
• Ability to coordinate across internal teams, vendors and external service providers.
• Strong analytical mindset to track performance metrics and identify improvement opportunities.

Required skills

• ServiceNow
• API development
• Web application development
• Digital automation tools