IT Service Management Specialist (Full-time Contract)
On site
Newcastle, United Kingdom
Freelance
13-03-2025
Job Specifications
Position Overview
Note: Candidates in Galway, Ireland, London, UK, Newcastle, UK, New York City, or east coast US will be prioritized.
At Blockdaemon, we are committed to building an inclusive and innovative workplace where diverse perspectives drive cutting-edge solutions. We are looking for an IT Service Management Specialist who is passionate about delivering exceptional IT Service Management in a rapidly evolving blockchain ecosystem.
In this role, you will lead the implementation, management, and continuous improvement of ITIL-based processes, with a strong emphasis on Problem and Change Management. You will work closely with engineers, business leaders, and customers to ensure that our IT services are reliable, efficient, and aligned with the unique demands of blockchain technology.
This is not a traditional IT Service Management Specialist role—it is an exciting opportunity for a proactive, solutions-driven individual who thrives on challenges and is eager to redefine service management in a decentralized, transparent, and open-source environment.
We welcome candidates from all backgrounds and experiences who are excited about contributing to a diverse, collaborative, and forward-thinking team.
Your Impact
As The IT Service Management Specialist, You Will
Lead and Own the Problem and Change Management processes, ensuring effective implementation, monitoring, and continuous improvement to minimize disruptions and enhance service quality.
Drive and Optimize other key ITIL processes, including Incident Management, Request Fulfillment, Release Management, and Business Continuity Planning.
Enhance Service Management Practices by leveraging service management tools and best practices, aligning them with industry standards and organizational goals.
Collaborate Cross-Functionally with engineers, business stakeholders, and customers to ensure seamless service delivery, acting as a bridge between technical teams and business units.
Monitor and Report on SLAs, implementing procedures to ensure all services meet agreed-upon standards and drive continuous performance improvements.
Champion Continuous Improvement, proactively identifying opportunities for process enhancements and collaborating across teams to implement meaningful change.
Role Requirement
2+ years of experience in IT service management, with exposure to ITIL processes, particularly Incident, Problem, and Change Management.
Demonstrated experience in implementing and managing ITIL-based processes, including Change, Incident, Problem, Release, and Request Management, as well as Business Continuity Planning.
Proficiency in using service management tools such as Jira Service Management to monitor and optimize ITIL processes.
Proven ability to own and drive process improvement initiatives, ensuring alignment with business objectives and industry best practices.
Experience working closely with technical teams, business stakeholders, and customers, with the ability to translate technical concepts for non-technical audiences.
Strong analytical and problem-solving skills, with a track record of identifying root causes and implementing effective solutions.
Experience managing or contributing to IT service-related projects, with a focus on delivering results on time and within budget.
Nice-to-Have Skills
If you don’t have these skills yet but are eager to learn, we encourage you to apply!
ITIL v3 or ITIL 4 Foundation certification or higher.
Experience in Agile or DevOps environments, with an understanding of how these methodologies intersect with ITIL processes.
Experience developing or managing Business Continuity Plans (BCP) within an IT service management context.
Experience managing third-party vendors or service providers within the IT service management domain.
Strong customer service orientation, with a focus on delivering value to end-users and improving customer satisfaction.
Knowledge of blockchain technologies and an interest in exploring how IT service management can support decentralized systems.
About Us
We Power the Blockchain economy.
Blockdaemon powers the blockchain economy with its suite of industry-leading
infrastructure solutions. We are a globally established, ISO-27001 certified partner with extensive protocol coverage, offering technical depth, industry-leading SLAs, 70+ global points of presence through 10+ cloud and bare metal providers, and 24/7 support for an unmatched institutional-grade experience. We provide integrated business solutions to exchanges, custodians, crypto platforms, financial institutions, and developers using our end-to-end suite of blockchain tools, including dedicated nodes, APIs, staking, liquid staking, MPC tech, and more. Blockdaemon provides its customers with the confidence to quickly and easily scale without compromising security or compliance.
We are a globally distributed team.
Blockdaemon is an Equal Opportunity Employer.
About the Company
Blockdaemon powers the blockchain economy with its suite of industry-leading infrastructure solutions. Blockdaemon was founded in 2017 and has become a globally established, single integration partner for accessing premier blockchain networks. We provide integrated business solutions to exchanges, custodians, crypto platforms, financial institutions, and developers using our end-to-end suite of blockchain tools, including dedicated nodes, APIs, staking, liquid staking, MPC tech, and more. Blockdaemon provides its customers w... Know more
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