ITIL Practice Manager

9 hours ago

Makati City, National Capital Region, Philippines KPMG R.G. Manabat & Co. Full time ₱1,200,000 - ₱2,400,000 per year

Qualifications:

  • Tertiary degree in relevant disciplines
  • Relevant business experience
  • Strong stakeholder engagement experience

Experience:

  • Atleast 10+ years of hands-on working experience.
  • Solid Understanding of ITIL Methodology and ITSM processes (CMDB - ServiceNow).
  • Experience in providing process support and governance at senior IT management level.
  • Knowledge of the concepts and techniques of asset management.
  • Demonstrated analytical and problem-solving skills that provide innovative solutions.
  • People Management covering coaching, performance management and development of team.

Key Position Accountabilities:

  • Assist the Change Managers to facilitate beneficial changes to be implemented, with minimum disruption to IT services.
  • Ensure the Change Management process is reviewed annually.
  • Reducing incident resolution times. To ensure the Service Level Agreements are being met to ensure client satisfaction
  • Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents
  • Ensure Problem Managers are overseeing the Problem Management governance with meetings with the teams to ensure Problem are resolved within the agreed SLA targets and identify any risks / roadblocks / training / documentation issues and assist where possible.
  • Increase visibility and communication of incidents to business, end users, management, and IT support staff.
  • Assist is enabling career progression for high potential people by identifying development needs and provides guidance and knowledge to assist those people to further increase their skill set.

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