Head of Service Level Management

1 week ago


Taguig, National Capital Region, Philippines Intro Recruitment Asia Full time

Work Location: BGC, Taguig

Work Arrangement: Permanent/Regular

Work Shift: Day Shift

Work Schedule: Onsite

Job Requirements:

  • Bachelor's Degree in related field
  • At least 10 years of experience in the same field
  • At least 7 years of experience in IT Service Management
  • Extensive understanding of cloud-native technologies and microservices-based architectures.
  • Direct hands-on experience with Incident and Problem Management
  • ITIL Foundation certification is a plus
  • Six Sigma certification (Green Belt or higher; Black Belt preferred)
  • Preferably with experience with Lean Methodology

Job Responsibilities:

  • Deals with Service Level Management, Problem Management, and Chairing the Committee on Service Crisis Teams.
  • Manage the completion and updates of service contracts with business leaders, documenting IT Service Management commitments on service operations quality.
  • Develop the knowledge and skills of the SLM team through competency assessments, training, and on-the-job mentorship, ensuring strong horizontal competence in root cause analysis and vertical knowledge in the company services, architectures, and technologies.
  • Manage actions and action tracking, including timely reports to higher management to ensure problems are resolved completely and promptly.
  • Proactively manage service problems with a focus on preventing failures, driving swift and comprehensive corrective actions when necessary. The primary measure of success is the overall MTBF and Login MTBF.
  • Develop strategic direction for the Crisis Teams.
  • Guide Crisis Teams toward success.

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