Service Management Officer

3 days ago

Makati City, National Capital Region, Philippines Indra Philippines, Inc. Full time ₱900,000 - ₱1,200,000 per year

Responsibilities:

  • Assists in defining, documenting and updating the SLA reports.
  • Prepares SLA Reports (analysis, justification and identification of action items to be provided by the SDMs /SDLs).
  • Submits monthly SLA Reports to stakeholders.
  • Develops /enhances SLA Report template and other monitoring tools template.
  • Provide other SLA-related reports / statistics.
  • Assists in conducting quality assurance process audit.
  • Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards.
  • Closely coordinates with relevant personnel (e.g. Quality Manager, Process Managers/Owners, Transformation Manager, SMO Lead) for improvements.
  • Coordinates the continuous activities of managing ITSM services which may include Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement.

Qualifications:

  • Graduate of Engineering, Computer Science or Math and IT related courses.
  • At least 1 year experience as a Service Management Officer.
  • Have knowledge/experience in MS Excel Macro, power query and creating formulas.
  • With presentation skills experience using MS PowerPoint.
  • Have experience in creating SLA reports and/or workflow management.
  • Knowledge on ITIL principles is an advantage.
  • ITSM tool knowledge like ServiceNow, JIRA amongst others.
  • Strong verbal and written communication skills.

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