IT Program Business Partner

6 days ago

Taguig, National Capital Region, Philippines Eastvantage Business Solutions Inc. Full time $90,000 - $120,000 per year

Responsibilities:

  • Serve as the primary point of contact to one of our largest IT accounts, ensuring seamless coordination between client stakeholders and internal teams.
  • Oversee daily IT service desk & infrastructure operations, driving service excellence and timely ticket resolution in line with SLAs.
  • Utilize operational expertise to analyze, monitor, and improve IT support processes, leveraging applications such as Freshservice, ServiceNow, Jira, or similar ITSM tools.
  • Develop strong client relationships by clearly explaining IT concepts to both technical and non-technical stakeholders.
  • Monitor account-specific KPIs, produce actionable reports, and identify opportunities for operational and technical improvements.
  • Collaborate with onshore IT support teams to resolve escalations, proactively address risks, and optimize resource allocation within the account.
  • Lead Weekly, Monthly, Quarterly & Annual service review meetings with clients, presenting performance data and recommendations in clear, IT-focused language.
  • Stay informed about current IT trends, best practices, and technology advancements relevant to service desk operations and account performance.
  • Drive process improvement initiatives within the service desk and across the broader IT account environment, ensuring best-in-class client service delivery.
  • Provide guidance and mentorship to service desk staff, fostering a culture of technical excellence and continual learning.
  • Provide support to the sales and marketing team by during pre-sales documentation and applying subject matter expertise to sales proposal development.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent practical experience).
  • 5+ years of experience in IT service management, IT account management, or a similar client-facing IT role.
  • Strong understanding of ITSM frameworks and hands-on experience with ServiceNow, Jira, or comparable IT service management platforms.
  • Excellent analytical and problem-solving abilities; proven track record in intraday reporting and performance management.
  • Exceptional communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
  • Demonstrated ability to build client relationships and work collaboratively in a fast-paced, dynamic environment.
  • Familiarity with current IT trends, best practices, and an eagerness to stay informed about new technologies.
  • Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
  • Leadership experience or demonstrated mentorship abilities within a service desk or IT support environment is an asset.
  • ITIL, HDI, or other relevant IT certifications are highly desirable.
phhiring #ITProgram #BusinessPartner #ITClientRelationship #ITProjects #ITIL #ITSMFRameworks

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