Service Management Lead

2 weeks ago

Ortigas, Philippines Seven Seven Global Services Inc Full time ₱2,000,000 - ₱2,500,000 per year

Job Summary:

The Service Management Lead is responsible for overseeing the end-to-end delivery and continuous improvement of IT services within the organization. This role ensures that IT Service Management (ITSM) processes—covering Incident, Problem, Change, and Release Management—are effectively implemented and aligned with business objectives. The ideal candidate has proven leadership experience, a strong grasp of the ITIL framework, and the ability to drive service excellence across teams and stakeholders.

Key Responsibilities:

  • Lead the implementation, operation, and improvement of ITSM processes including Incident, Problem, Change, and Release Management.
  • Ensure compliance with ITIL best practices and organizational standards.
  • Manage, coach, and develop a team of service management professionals, promoting a culture of accountability and service excellence.
  • Oversee the Service Lifecycle from strategy to continual improvement, ensuring alignment with the software and system development lifecycle (SDLC).
  • Monitor service performance against defined SLAs and KPIs, identifying trends and driving corrective actions.
  • Facilitate major incident management, root cause analysis, and post-incident reviews to improve service reliability.
  • Collaborate with IT operations, development, and business stakeholders to ensure coordinated and effective change management.
  • Contribute to governance, risk, and compliance activities within the IT service delivery function.
  • Champion continual service improvement initiatives to enhance customer satisfaction and operational efficiency.

Job Type: Full-time

Work Location: In person

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