Assignment description
We are looking for an experienced ITIL Service Management Consultant for our client in the Retail sector.
ITIL Service Management Consultant ensures our client's teams are effectively managed and continuously improved. In this role, you will be responsible for developing practices to optimize quality and maintain seamless operations, focusing on creating a high-quality, disruption-free production environment.
Key Responsibilities

• Define and implement Site Reliability Engineering (SRE) practices, treating operations as if they are software-focused, with an emphasis on cloud environments.
• Actively monitor and seek improvements in site uptime, mean-time-to-incident resolution, and process efficiency.
• Ensure our technology is effectively aligned with business needs and automate relevant processes.
• Conduct cost analysis, debugging, and predictive tasks to maintain operational excellence.
• Establish and enhance service observability and monitoring continuously.
• Maintain documentation and runbooks for third-party support services (eg, 24/7 support instructions) in collaboration with the team.
• Oversee production processes, including incident response management.
• Lead post-incident reviews (eg, blameless post-mortems) to foster continuous improvement.
• Implement and refine best practices for client's OPS.
• Collaborate with the security team to execute security-related processes effectively.

Requirements

• Strong understanding of development and operations practices, with the ability to support development teams in creating quality, recovery, and documentation processes.
• Passion for solving customer issues and technical incidents, with a proactive approach to preventing future occurrences.
• Knowledge of technical areas such as architecture, networking, scalability, and cloud providers.
• Experience and understanding of the ITIL process development framework
• Release Management.
• IT Service Management, Incident Management, Change Management, Supplier Management
• Site Reliability Engineering (SRE)
• SAP system Integration experience an advantage although not essential.
• Retail Experience would be ideal.

Location: Espoo Finland with 50% Remote work possible, candidates must already be based in Finland.
Language: Fluent in Finnish and English, both written and spoken.