IT Service Management Process Lead

2 weeks ago


Manila, National Capital Region, Philippines Willis Towers Watson Full time

The IT Service Management (ITSM) process owner is responsible for overseeing the development, management, and maintenance of IT service management processes within Enterprise Technology. This role requires a highly self-motivated individual who can lead meetings, create presentations, document requirements, manage expectations, and deliverables to defined timelines.

Key Responsibilities
  • Oversight of IT service delivery dashboards for IT stakeholders to review the effectiveness of defined processes

  • Development and maintenance of the Reporting and Service Level Agreement (SLA) policy manual

  • Design, delivery, and ownership of reporting for defined Enterprise Technology Governance meetings

  • Oversight for the delivery of Enterprise Technology Power BI dashboards

  • Responsible for the development of quality Reporting and SLA Knowledge articles

  • Engagement with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications

  • Drive the development of SMART metrics from standardized processes to measure quality of service and identify areas which need improvement

Requirements

The ideal candidate will have:

  • 3-5 years prior experience in a process ownership role or manager of a service governance organization

  • Previously led horizontal organization responsible for the development, revision, and execution of operational level ITSM processes

  • Lifecycle management of ITSM processes at the enterprise level

  • Ability to operationalize business specific processes into an ITSM support model

  • Retain neutral position during process design, revision, and continuous improvement



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