ITSM Manager

Key Responsibilities:

• Lead and execute the roadmap for ServiceNOW and Entuity operations platforms, ensuring alignment with AIOps and enterprise IT strategy.
• Partner with IT leadership and global support teams to drive improvements across ServiceNow, monitoring, and automation platforms.
• Evaluate and recommend tools and technologies that enhance observability, automation, and data intelligence.
• Champion best practices for IT operations management, performance monitoring, and service quality improvement.
• Oversee design, development, and ongoing optimization of the ServiceNow platform (ITSM, ITOM, CMDB, Discovery, Automation, and AI capabilities).
• Drive ServiceNow roadmap execution—enhancements, integrations, and automation aligned to ITIL and AIOps objectives.
• Lead governance for ServiceNow change control, release management, and platform health.
• Manage ownership of operational tools such as ServiceNOW, Entuity, and related platforms.
• Ensure comprehensive monitoring coverage for network, infrastructure, and applications through proper configuration, event correlation, and alert optimization.
• Identify automation workflows to improve incident response, reduce alert noise, and support self-healing mechanisms.
• Partner with the AIOps team to integrate monitoring and ServiceNow data for predictive analytics and trend analysis.
• Serve as the internal owner for the Managed Service Provider (MSP) Service Desk relationship and performance.
• Monitor and analyze operational KPIs such as SLA compliance, Mean Time to Resolve (MTTR), First Contact Resolution (FCR), Escalation Rate, and Customer Satisfaction (CSAT).
• Partner with the Service Desk Leads to ensure consistent communication, metric transparency, and alignment to expectations.
• Drive continuous improvement initiatives based on data analysis, recurring issues, and trend identification.
• Collaborate with internal IT teams (End User Experience, Infrastructure, Security, and Applications) to ensure effective handoffs, escalation paths, and knowledge management.
• Leverage AIOps frameworks and data models to improve root cause analysis, anomaly detection, and proactive alerting.
• Work with the AIOps team to define and deliver automation use cases that reduce manual effort and improve response time.
• Lead and mentor a small team of engineers and platform administrators focused on ServiceNow and monitoring tools.
• Communicate performance, trends, and improvement opportunities to IT leadership and stakeholders.

Qualifications:

Required:

• 5+ years of experience in IT Support, ITSM, or IT Operations roles, with at least 2+ years in a leadership role.
• Strong technical understanding of ServiceNow ITSM/ITOM/CMDB and enterprise monitoring tools (e.g., Entuity, LogicMonitor, SolarWinds, or Dynatrace).
• Strong understanding of ITIL practices and ITSM frameworks (particularly Incident, Request, and Access Management).
• Proven track record in driving support performance improvements and aligning operational work to business needs.
• Analytical mindset with experience building and presenting KPIs, SLA dashboards, and customer satisfaction reporting.
• Excellent communication, leadership, and stakeholder management skills.

Preferred:

• Familiarity with ServiceNOW development opportunities, such as virtual agents, workflow automation, and catalog optimization.
• Exposure to AI, automation, or virtual agent initiatives within IT support environments.
• ITIL v4 Foundation Certification or higher.
• Experience working in regulated environments (SOX, ISO, etc.).
• Background supporting enterprise tools such as Microsoft 365, Azure AD, or Single Sign-On technologies.

Job Type: Full-time

Pay: From Php100,000.00 per month

Benefits:

• Company Christmas gift
• Flextime
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise

Work Location: In person

Expected Start Date: 01/06/2026