IT Service Management Process Specialist

2 weeks ago

Taguig, National Capital Region, Philippines beBeeITServiceManagement Full time ₱900,000 - ₱1,200,000

Job Title

This role involves developing, revising and executing IT service management processes across the enterprise. The ideal candidate is a self-motivated individual who can think outside the box to solve problems.

Key Responsibilities:
  • Drive reporting and service level agreement requirements for Enterprise Technology
  • Develop and maintain dashboards to review the effectiveness of defined processes
  • Create and maintain policy manual for Reporting and Service Level Agreement (SLA)
  • Design, deliver and maintain ownership of reporting for defined governance meetings
  • Oversight for delivery of Enterprise Technology Power BI dashboards
  • Responsible for development of quality Reporting and SLA Knowledge articles
  • Engage with customer community via outreach programs for technology awareness, knowledge enhancement and communications
  • Develop SMART metrics from standardized processes to measure quality of service and identify areas for improvement
  • Expand communication across group to inform colleagues about our ITSM framework
Required Skills and Qualifications:
  • Bachelor's degree in Information Technology or related field
  • 3-5 years experience in process ownership role or manager of service governance organization
  • Previous leadership experience in horizontal organization responsible for development, revision and execution of operational level ITSM processes
  • Lifecycle management of ITSM processes at enterprise level
  • Able to operationalize business specific processes into ITSM support model
  • Neutral position during process design, revision and continuous improvement
  • Lead process owners to ensure completeness, accuracy and quality of ITSM processes
  • Demonstrated IT service operations management leadership within Fortune 500 scale operation or major international service solutions provider
  • Able to understand applicability of industry best practices at organization and tower level
  • Experience leading ITSM processes in matrixed management environment
  • Able to apply governance, regulatory/financial constraints to enterprise service management
  • Balance interest of enterprise and operational design in continuous improvement activities

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