It Process Governance Lead

3 weeks ago

Metro Manila Philippines Buscojobs Full time

IT Process Governance Lead — Makati

Location: Makati, National Capital Region

Job Type: Full-time, Hybrid

Posted: 1 day ago

Job Description

The Opportunity:

The IT Process Governance Lead is responsible for designing and implementing IT service management processes, ensuring efficient service delivery, and driving continuous improvement within the organization. The role coordinates between departments to ensure stakeholders are aligned with MITDC processes and is critical in managing and streamlining IT services for the Asia markets.

Position Responsibilities
  • Analyze current business processes, workflows, and procedures to identify inefficiencies and areas for improvement.
  • Develop and implement optimized processes to enhance efficiency, productivity, and customer satisfaction.
  • Collaborate with cross-functional stakeholders to design and execute process improvement initiatives aligned with organizational goals.
  • Monitor and evaluate the effectiveness of process changes using KPIs and adjust for continuous improvement.
  • Stay updated on industry trends, emerging technologies, and process improvement methodologies to drive innovation.
  • Perform risk assessments and audits to identify control weaknesses, compliance gaps, and operational inefficiencies; implement internal controls to mitigate risks and ensure regulatory compliance.
  • Lead CSI initiatives to enhance IT services and processes; maintain a CSI register to track opportunities, initiatives, and outcomes.
  • Conduct regular service reviews and post-implementation evaluations to identify lessons learned and opportunities for enhancement.
  • Define and monitor service metrics and KPIs against SLAs and OLAs.
  • Facilitate workshops to gather feedback and drive improvement ideas from service owners and stakeholders.
  • Promote a culture of continuous improvement by embedding CSI practices into daily operations; align CSI activities with business objectives and IT strategy.
Required Qualifications
  • 5–8 years of experience in IT Operations and/or IT Service Management.
  • Working knowledge of ITIL framework with ITIL 4 Managing Professional Certification.
  • Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field.
  • Familiarity with process mapping and modeling techniques.
  • Strong analytical skills to collect, analyze, and interpret complex data.
  • Ability to manage multiple complex tasks daily.
  • Proficiency in Microsoft Office Suite (Excel, PowerPoint, Visio).
  • Strong communication and presentation skills to convey process changes to stakeholders at all levels.
  • Knowledge of Agile methodologies.
  • Familiarity with ITSM tools, especially ServiceNow; exposure to DevOps tools (e.g., Jenkins, Bitbucket/Git) is a plus.
  • Experience with reporting tools such as Power BI and Power Automate is a plus.
Preferred Qualifications
  • ITIL Managing Professional Certificate.
What You Will Join

We offer opportunities for learning and growth in a flexible, inclusive environment as part of a global team. If you are interested in shaping IT service governance and CSI initiatives across IT teams, consider applying.

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