Service & Incident Manager

4 days ago

Makati City, National Capital Region, Philippines Onward Worldwide Management & Consultancy Full time ₱1,200,000 - ₱2,400,000 per year

The Service & Incident Manager ensures the reliable delivery of IT/web services to clients while also leading the response to critical incidents. This role balances operational firefighting with strategic service governance— driving incident resolution, service quality, SLA compliance, and continuous improvement. The role requires both strong technical coordination skills and the ability to manage client/vendor relationships.

Responsibilities:

  • Incident Management

○ Lead the response to major incidents and outages, coordinating across technical and support teams.

○ Act as the single point of contact (SPOC) for incident escalation.

○ Ensure clear communication and timely updates to stakeholders during incidents.

○ Drive post-incident reviews and root cause analysis (RCA).

○ Maintain incident records, reports, and lessons learned for continuous improvement.

  • Service Delivery Management

○ Own and govern the service delivery framework (SLA, KPI, OLA management).

○ Ensure services are delivered consistently and within agreed performance targets.

○ Conduct regular service reviews with clients and/or business stakeholders.

○ Work with vendors/partners to ensure out-of-scope areas (power, ISP, hosting, etc.) meet agreed SLAs.

○ Identify service risks, capacity issues, and propose improvements.

  • Continuous Improvement & Governance

○ Develop and maintain service documentation, playbooks, and escalation procedures.

○ Collaborate with operations, monitoring, and engineering teams for preventive measures.

○ Track service costs, efficiency, and propose cost optimization initiatives.

○ Support audits, compliance checks, and security requirements related to service delivery.

Prepared Qualifications:

  • Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
  • 3+ years of experience in IT service operations, incident management, or service delivery.
  • Familiarity with ITIL (Incident, Problem, Change, Service Delivery).
  • Strong understanding of web service infrastructure, monitoring, and support processes.
  • Excellent communication, stakeholder management, and crisis-handling skills.
  • Ability to balance technical detail with business-level communication.

What are the benefits of the position?

  • Training and Development Programs
  • Unlimited Career advancement opportunities
  • Work at Office Incentives
  • Health Care Plan (HMO) with Dental and Vision upon regularization
  • Group Life and Accident Insurance upon regularization
  • Sick and Vacation Leave upon regularization. ALL unused sick leave credits are commutable to their cash equivalent based on the basic salary equivalent at the end of the year and will be distributed before the end of the first quarter of the succeeding year.
  • Bereavement Leave of 3 days upon regularization
  • Healthy and Encouraging Work Environment
  • 13th Month Pay as mandated by the Philippine Government
  • Government Mandated Benefits (SSS,PHIC and Pag-ibig)

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