Service Management Lead(ITSM)

3 days ago

Pasig, National Capital Region, Philippines Seven Seven Global Services, Inc. Full time

The ideal candidate should have a strong foundation in IT Service Management (ITSM), covering the relevant ITIL processes (Incident, Problem, Change, Service Request, Knowledge, SLA Management, and CMDB/Asset governance). In addition, the role requires working knowledge of IT Operations Management (ITOM) — specifically in areas such as Operational Analytics, Discovery, Service Mapping, Event Management, and AIOps — to ensure alignment between operational visibility and service delivery.

Key responsibilities


• Own, promote, and govern IT Service Management, covering Incident, Problem, Change, and Service Level Management.


• Drive standardization, implementation, and adoption of Service Management disciplines throughout the organization.


• Identify areas for continuous improvement in IT practices across the business.


• Define, align, and document Service Management processes in collaboration with stakeholders in IT and business units, establishing the Group's ITIL framework.


• Facilitate and govern IT Service Level and Operational Level Agreements across multiple functions, businesses, and partners.


• Partner with stakeholders to define Key Performance Indicators (KPIs) for various IT services.


• Track KPIs and communicate performance through management review meetings.


• Manage exceptions to established ITSM processes when necessary.


• Lead, mentor, and develop the ITSM team through a supportive and collaborative leadership approach.

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