Job Description
KEY RESPONSIBILITIES
You will:
- Supervise the full scope of IT Service Management (ITSM) or facility services operations from start to finish.
- Lead and coordinate service desk teams, ensuring consistent achievement of service level agreements (SLAs) and key performance indicators (KPIs).
- Create and roll out initiatives aimed at improving services and elevating the customer experience.
- Promote and enforce best practices in managing incidents, problems, changes, and service requests.
- Work closely with cross-functional teams to guarantee smooth and efficient service delivery.
- Administer the entire lifecycle of both digital and physical assets, such as IT equipment, software licenses, and various tools.
- Keep asset records accurate and up-to-date by utilizing systems like a Configuration Management Database (CMDB) or asset tracking tools.
- Ensure all assets are aligned with licensing requirements, procurement procedures, and information security protocols.
- Track how assets are used and plan ahead for future requirements and budget allocations.
- Assist in audits and generate reports related to asset condition, usage history, and depreciation.
QUALIFICATIONS & REQUIREMENTS:
- You must have a bachelor’s degree in IT, Business Administration, Facilities Management, or a related field.
- You must have 5–8 years of experience in service delivery or asset management, including at least 2 years in a managerial role.
- You must have strong knowledge of ITIL or comparable service management frameworks.
- You must have hands-on experience using asset management tools such as ServiceNow, BMC Remedy, Snipe-IT, or similar platforms.
- You must have excellent analytical, organizational, and interpersonal skills.
- You must have strong leadership capabilities and a proven track record of managing cross-functional teams.
Work Schedule: Regular day shift
Work Setup: Hybrid (4x onsite, 1 day WFH) - Quezon City