IT Service Management Coordinator

5 days ago

Mandaluyong City, National Capital Region, Philippines 247 International Corporation Full time

JOB SUMMARY

The IT Service Management Coordinator ensures the stability, reliability, and continuous improvement of IT services across Petron. The role oversees daily IT service operations and manages Major Incident, Problem, and Change Management processes to ensure timely resolution, effective root cause analysis, and well-planned system changes with minimal business disruption.

This role acts as a key liaison between IT teams, vendors, and business stakeholders to ensure services meet agreed service levels and business needs.

DUTIES & RESPONSIBILITIES

IT Service Operations
  • Oversee daily IT operations to ensure availability, performance, and stability of systems and infrastructure.
  • Monitor SLAs and KPIs and drive corrective actions as needed.
  • Coordinate internal IT teams and service providers to ensure service quality and accountability.
  • Manage service tickets, dashboards, and reports in line with ITSM / ITIL standards.
Major Incident Management
  • Lead and coordinate the response to major IT incidents to restore services quickly and minimize business impact.
  • Declare and triage incidents, assemble response teams, and manage stakeholder communications.
  • Drive resolution within SLAs, ensure proper documentation, and lead post-incident reviews and improvements.
Problem Management
  • Identify and resolve root causes of recurring incidents through RCA and trend analysis.
  • Manage known errors, workarounds, and permanent solutions.
  • Maintain the Knowledge Base and coordinate with IT teams and vendors.
  • Report on problem trends and effectiveness.
Change Management
  • Manage the end-to-end change lifecycle to minimize business impact.
  • Assess risks, coordinate approvals through CAB, and track implementation progress.
  • Communicate change plans, updates, and outcomes to stakeholders.
Governance & Stakeholder Management
  • Ensure compliance with internal policies, audit, and regulatory requirements.
  • Maintain required documentation and support audits.
  • Act as the main point of contact for service availability, incidents, and changes, translating technical issues into business-relevant terms.

QUALIFICATIONS

  • Education: Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
  • Experience: 2–4 years of experience in IT service operations, ITSM, or IT infrastructure/application support roles.
  • Proven experience managing IT change management processes in a large organization.
  • Experience working with managed service providers and third-party vendors.
  • Certifications (Preferred): ITIL Foundation or higher, COBIT, PMP, or other IT governance certifications are an advantage

SKILLS AND COMPETENCIES

  • Strong knowledge of IT service management processes (Incident, Problem, Change, and Service Level Management).
  • Proven ability to lead and communicate effectively during high-pressure situations, including major incidents.
  • Excellent stakeholder management skills with the ability to translate technical issues into business terms.
  • Analytical and problem-solving mindset, with experience in root cause analysis and trend identification.
  • Familiarity with ITSM tools (e.g., ServiceNow, Jira) and KPI reporting for service performance.
  • Ability to balance operational stability with business demand for change, driving process improvement and automation.
  • Collaborative and adaptable, able to work across technical and non-technical teams.

WORKING CONDITIONS

The IT Service Management Coordinator will work in a dynamic and fast-paced environment. The role may involve extended hours including weekends.

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