Service Management Specialist

Overview and responsibilities have been consolidated from multiple postings into a clean, job-focused format. The original content contained several postings for Service Delivery/Service Management roles with responsibilities, qualifications, and locations. Some notices about regional restrictions and unrelated boilerplate have been removed to improve clarity while preserving the core information.

Service Management Specialist – Mandaluyong / Taguig, National Capital Region

Location: Mandaluyong / Taguig, NCR

Salary: ₱1,200,000 – ₱1,800,000

Employment type: Full-time, Permanent

Job Description

Responsibilities focus on these main scopes:

• Business Reporting & Insights: Collect, analyze, and present operational data; develop KPI dashboards; ensure reporting accuracy across departments; provide actionable insights.
• Process Control & Governance: Establish and enforce process controls; ensure compliance with policies and regulations; conduct audits and collaborate with stakeholders.
• Workforce Management: Analyze workforce data; forecast staffing; optimize staffing and scheduling; ensure compliance with labor laws; drive efficiency and training; implement Lean/Six Sigma where applicable.

Qualifications & Skills:

• Bachelor’s degree in Business, Finance, Data Analytics, or related field
• 3+ years in process improvement, service management, or related areas
• Strong analytical, strategic thinking, and problem-solving abilities
• Proficiency in Excel, Power BI, or Tableau
• Excellent communication and stakeholder management

Nice-to-have:

• Lean, Six Sigma (Yellow or higher), Agile, PMP or equivalent certifications
• Experience with workforce analytics and reporting tools

Experience / Location notes: Includes on-the-road work possibility and standard business hours; some postings indicated regional restrictions.

Responsibilities Summary (Alternate Posting)

Incident Management and IT Service Delivery (for related postings):

• Assist in incident management processes; log, categorize, and resolve incidents; maintain incident protocols and SLAs
• Coordinate with incident management teams; produce post-incident reviews and reports
• Ensure timely communications to users, management, and stakeholders

Qualifications (IT Service Management postings):

• Bachelor’s degree in IT/Engineering or related field
• 1+ year in IT service management or similar
• Knowledge of ITIL/COBIT; experience with ServiceNow or similar ticketing systems
• Power BI or Pivot Tables familiarity

Note: Several postings indicate regional acceptance restrictions. The above consolidates recurring requirements and responsibilities across postings without altering the core information.

Service Delivery / IT Service Management – Additional Roles

Service Delivery roles include leadership over security operations, incident response, change and release management, vendor relations, and performance monitoring. Typical responsibilities include:

• Leading security operations teams; monitoring, responding to security events, and ensuring 24x7 coverage where applicable
• Managing SLAs/SLOs, reports, risk and remediation actions
• Overseeing service readiness, transition to run, and continuous service improvement
• Stakeholder communication, escalation management, and post-incident analysis

Qualifications commonly sought:

• Bachelor’s degree in IT/Engineering or related field
• 10+ years in IT roles with substantial ITSM leadership experience (for senior postings)
• ITIL certification; COBIT familiarity; ServiceNow experience
• Strong communication, leadership, and analytical skills

Additional Information

• Hybrid/flexible working arrangements may be offered
• Equal opportunity employer commitments are stated where applicable

Be aware that some postings indicate restrictions on applicants from certain regions.

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