ITIL Process Manager

2 weeks ago

Manila, National Capital Region, Philippines AIQOS Full time $30,000 - $60,000 per year

Company Description

AIQOS is a global leader dedicated to OneStream Software excellence, specializing in providing transformative solutions for finance teams across the globe. Operating as a Diamond Partner with over 150 consultants in 14 countries, AIQOS has successfully implemented OneStream solutions in more than 170 organizations with over 650 completed projects since 2013. Renowned for technical mastery and a commitment to innovation, AIQOS offers expertise in implementation, training, managed services, and Solution Exchange development. As one of the three Global Authorized Training Partners and an Authorized Development Partner for OneStream, AIQOS drives digital finance transformation with a client-focused approach. Our diverse and inclusive team, representing 32 nationalities, ensures global excellence and consistent delivery of world-class solutions.

Role Description

This is a full-time hybrid position for an ITIL Process Manager based in Manila, Philippines, offering the flexibility of part-time remote work. The ITIL Process Manager will be responsible for overseeing the management of one or more ITIL processes—including incident, request, knowledge, problem, and/or change management—with the objective of enhancing service delivery and operational efficiency. Key responsibilities include monitoring and ensuring adherence to SLAs, maintaining process compliance, and providing support both directly to customers and to AIQOS OneStream expert teams. The role also involves fostering cross-functional collaboration to maintain high quality standards and proactively identifying opportunities for continuous improvement.

Qualifications

  • Several years' experience working as an Incident, Request, or Change Manager.
  • Outsourcing experience that includes application maintenance and/or application management
  • Proficiency in ITIL frameworks, process ownership and management, and service improvement methodologies
  • Strong analytical and problem-solving skills with experience in data analysis and performance measurement
  • Excellent communication and teamwork skills to collaborate across various teams and stakeholders
  • Experience with tools and technologies used in IT service management (e.g., ticketing systems, incident management platforms)
  • Certifications in ITIL (Foundation or higher) or related fields are highly desirable
  • Proven track record of managing ITIL processes and driving successful implementations
  • Ability to adapt to hybrid work environments and manage tasks independently
  • Bachelor's degree in Information Technology, Business Management, or related disciplines

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