Service Management Specialist
3 weeks ago
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 RegionLocation: Mandaluyong / Taguig, NCR
Salary: ₱1,200,000 – ₱1,800,000
Employment type: Full-time, Permanent
Job DescriptionResponsibilities 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 RolesService 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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