Job Description

IT Service Operations Specialist 

The Role: 

We’re looking for an IT Service Operations Specialist to support the continuous improvement and operational excellence of our IT ecosystem. In this role, you’ll combine oversight of core IT lifecycle processes with strategic trend analysis, ensuring the consistent quality, reliability, and peak performance of our service delivery. 

You’ll actively monitor process maturity across Incident, Problem, Release, and Capacity Management, championing operational efficiencies and delivering actionable, data-driven insights directly to IT Leadership. This is an exciting opportunity to drive impactful service improvements, foster a culture of operational reliability, and collaborate across the IT department to deliver a seamless, high-performance digital environment. 

The main responsibilities of the position include: 

• Collaborate closely with software development teams as well as DevOps, ITSM, SMEs and IT Governance teams to shape process excellence by designing, optimizing, and scaling core ITIL-aligned processes like Incident, Problem, Release, and Capacity Management. 

• Support daily process operations by collaborating with cross-functional teams and leading the seamless rollout of enhanced IT workflows, ensuring smooth adoption of new processes across teams. 

• Monitor service performance using KPIs, SLAs and maturity models, turning data into strategy by translating metrics into clear, actionable insights for IT Leadership and key stakeholders. 

• Drive continuous improvement initiatives by leveraging post-implementation reviews, incident trends, and stakeholder feedback to enhance service quality, reliability, and performance. 

• Act as a key point between development teams, DevOps, ITSM, business stakeholders, and external vendors to ensure alignment of priorities and smooth service delivery.  

• Develop and maintain clear documentation, process workflows, and knowledge base content to ensure consistency, governance alignment, and effective adoption across teams.  

• Drive group-wide success and scale your impact by offering your operational and process expertise to support exciting projects across our diverse Group of companies. 

Main requirements: 

• BSc/MSc in Computer Science, Information Technology, Engineering, or in a related field. 

• At least 3 years of experience in IT service operations, IT Service Management, or a related role, with at least 2 years focused on process or service delivery. 

• Proven experience in IT Service Management disciplines such as Incident, Problem, Release, and Capacity Management. 

• Solid understanding of ITSM frameworks (e.g., ITIL) and practical experience using ITSM tools.  

• Proficient in ITSM platforms such as Jira, ServiceNow, or similar tools.  

• Familiarity with typical development team workflows and developer tools (e.g., version control, CI/CD pipelines) is a plus 

• Data-driven acumen and the ability to identify and leverage the right data to support their rationale and arguments 

• Ability to produce high-quality technical documentation for both engineering teams and senior leadership 

• Strong problem-solving and incident prioritisation skills 

• A proactive commitment to continuous learning and upskilling  

• Strong interpersonal and teamwork skills 

• Excellent written and verbal communication skills 

Benefit from: 

• Attractive remuneration package  

• Private health insurance 

• Corporate pension fund  

• Intellectually stimulating work environment 

• Continuous personal development and international training opportunities 

The Hiring Experience: What Awaits You  

• Let’s Connect – Intro Chat with Talent Acquisition  

• Deep Dive – First Interview with Your Future Team  

• Bring It to Life – Role-Specific Take-Home Task  

• Final Connection – Final Interview  

Type of employment: Full time 

Location: Cyprus  

Please visit our website https://jobs.eu.lever.co/xm/d44173cd-4712-440d-bb9e-a60ef605c768?lever-origin=applied&lever-source%5B%5D=Ergodotisi to submit your online application for this position. 

All applications will be treated with strict confidentiality!  

How to Apply

Interested candidates are kindly requested to send their CV to the HR Manager at career@xm.com.

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About Company

XM

XM is a leading international FinTech company, committed to shaping the future of online trading through innovative solutions. Established in 2009, XM has grown exponentially with a global team of over 1400 employees around the world. Headquartered in Cyprus, XM also operates from offices in Greece, UK, UAE, USA, South Africa, and Uruguay. Guided by its core values, Big. Fair. Human., XM consistently ranks as a top-rated workplace, having received Platinum accreditation from Investors In People, alongside consistent recognition as one of the top Best Workplaces™. 

If you're a motivated and passionate professional eager to contribute and grow, we welcome you to explore our current job openings and apply to be part of a team where your potential can truly shine. www.xm.com/careers