IT Service Management

2 weeks ago

Manila, National Capital Region, Philippines blaseek Full time ₱900,000 - ₱1,200,000 per year

About the Role

We are looking for an
IT Service Management (ITSM) Specialist
to help shape and improve IT processes and tools. You will take ownership of ITSM within a global IT organization, ensuring that services run efficiently and consistently. This includes acting as the product owner of the ITSM platform (Freshservice), building structured workflows, and driving a culture of continuous improvement.

You will work closely with colleagues locally and internationally, reporting to IT leadership both in Manila and Europe.

What You'll Do

  • Lead and improve ITSM processes (incident, change, configuration, etc.) and set the roadmap for future development
  • Act as Product Owner of Freshservice, ensuring effective setup, adoption, and ongoing improvements
  • Define and monitor SLAs/OLAs and establish key metrics for ITSM processes
  • Collaborate with IT, operations, cybersecurity, and external vendors to ensure effective service delivery
  • Provide training, guidance, and coaching on ITSM practices across the organization
  • Promote a continuous improvement mindset and strengthen IT's role as a trusted partner to the business

What We're Looking For

  • 5+ years of experience in IT Service Management or IT Operations within a larger IT organization
  • Solid knowledge of ITIL (minimum ITIL 4 Foundation; Managing Professional preferred)
  • Hands-on experience with ITSM tools (Freshservice, ServiceNow, Jira Service Management, or similar)
  • Experience in process design, implementation, and governance
  • Background in project management (PMP, Prince2, or equivalent)
  • Knowledge of DevOps practices and IT service continuity planning is a plus
  • Strong communication and collaboration skills, with the ability to guide both managers and technical teams
  • Experience working with European or global organizations is an advantage

Work Setup

  • Location: UN Avenue corner Taft Avenue, Manila
  • Hybrid work arrangement

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