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IT Service Leadership Position

1 week ago

Manila, National Capital Region, Philippines Blaseek Full time

Job Description

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We are seeking an experienced IT Service Manager to lead the development and enhancement of IT Service Management (ITSM) processes in our dynamic and evolving IT organization.

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In this critical role, you will be responsible for driving service excellence, optimizing workflows, and ensuring efficient IT operations while fostering collaboration across teams and stakeholders.

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Main Responsibilities:

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  • Oversee and continuously improve ITSM processes across support, operations, and IT services.
  • Define and implement ITIL-based best practices to enhance service delivery.
  • Act as the Product Owner for the ITSM platform, Freshservice, ensuring its effective use and development.
  • Establish and monitor SLA, OLA, and KPI metrics to measure and optimize IT performance.
  • Drive incident, problem, and change management to minimize disruptions and improve service reliability.
  • Collaborate with internal teams and external vendors to ensure seamless service integration.
  • Lead training and coaching initiatives to embed ITSM principles across the organization.
  • Develop strategic roadmaps for IT service improvements and innovation.
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Qualifications:

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  • 7+ years of experience in IT Service Management, with at least 3 years in a leadership role.
  • Deep knowledge of ITIL framework and proven experience in implementing ITSM best practices.
  • Strong experience with ITSM tools, preferably Freshservice or similar platforms.
  • Expertise in service strategy, governance, and performance management.
  • Strong leadership and stakeholder management skills, with the ability to drive cross-functional collaboration.
  • Experience working in international or multicultural environments is a plus.
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Work Setup:

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We offer a hybrid work model with up to 3 remote workdays per week after onboarding, allowing you to balance your work and personal life effectively.

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Collaboration with global teams and stakeholders is essential to drive service excellence and make a meaningful impact in our organization.