Head of IT Service Management

2 weeks ago


Makati City, National Capital Region, Philippines IPay88 Philippines, Inc. Full time

Job Description:

  • Oversee service delivery operations by ensuring that the IT services align with predefined service level agreements (SLAs) and key performance indicators (KPIs).
  • Monitors the service metrics and analyses customer feedback to identify areas for improvement and implement corrective action.
  • Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
  • Act as a point of escalation for complex customer issues.
  • Lead the change, incident and problem management efforts by minimizing disruptions to maintain service continuity and quality.
  • Manages projects by creating timelines, adhering to budgets, and assigning staff members.
  • Proactively identify opportunities for continuous service improvement, recommending and implementing process improvements to enhance service quality and efficiency.
  • Build and maintain strong relationships with internal and external stakeholders, collaborating closely with business units to understand their needs and align IT services accordingly.
  • Maintains a strong partnership with technology, software, and security vendor

Required Skills:

  • Minimum bachelor's degree in Computer Science, Engineering or Information Technology or relevant fields.
  • Proven experience in IT Service Management.
  • Strong Knowledge and Experience with ITIL Process and its implementation.
  • Experience in data analysis and reporting.
  • Experience in working with various IT domains such as Application Development, Infrastructure and Security.
  • Experienced in using different project management methodologies such as Waterfall and Agile.
  • Experience in handling PCI DSS Audit is a plus.
  • Experience in payment gateway and or FinTech industry is a plus.
  • Have a good analytic for troubleshooting and problem-solving skills.
  • Enthusiastic and willing to learn in a dynamic environment.

Job Type: Full-time

Benefits:

  • Additional leave
  • Company events
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Schedule:

  • 8 hour shift
  • On call

Supplemental pay types:

  • 13th month salary

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