Service Management Lead

9 hours ago

Philippines Seven Seven Global Services Inc Full time ₱1,440,000 per year
  • Full Time Employment
  • Hybrid Setup (Ortigas, Pasig)
  • Day Shift

THE ROLE

Reporting to Group Technology Operation Services Director, the Service Management Lead will provide the vision, thought leadership, governance and continuous improvement of the IT Service Management. He will be accountable for ensuring that all ITIL processes are understood and consistently adhered to and executed by product/service owners throughout IT.

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.

REQUIREMENTS

  • Professional Experience: At least 10 years of experience in various IT roles, with a minimum of 5 years in an IT Service Management leadership position.
  • ITSM Expertise: Comprehensive knowledge and practical experience in Incident, Problem, Change, and Service Level Management.
  • Performance Management: Proficiency in timely tracking and analysis of Key Performance Indicators (KPIs).
  • Process Understanding: Thorough understanding of the end-to-end IT software and system lifecycle, encompassing concept, design, development, testing, deployment, operations, and maintenance.
  • Communication Skills: Strong written and verbal communication abilities, with the capacity to engage effectively with both peers and executive leadership.

Job Types: Full-time, Permanent

Pay: Up to Php120,000.00 per month

Benefits:

  • Company events
  • Gym membership
  • Health insurance
  • Opportunities for promotion

Experience:

  • IT Service Management: 6 years (Required)

Work Location: Remote

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