Job Description

KEY RESPONSIBILITIES 
You will: 

• Supervise IT service operations, including handling incidents, problems, changes, and service requests
• Track and assess IT service metrics to ensure compliance with SLAs and KPIs
• Work with IT teams to identify service gaps and implement performance-enhancing solutions
• Establish and update IT service management policies, procedures, and documentation aligned with ITIL frameworks
• Oversee incident management processes, ensuring timely escalation, root cause analysis, and resolution
• Maintain the IT service catalog and ensure optimal service delivery and efficiency
• Conduct routine service performance reviews with stakeholders to uncover improvement opportunities
• Contribute to IT governance and compliance by upholding organizational policies and regulatory standards
• Lead training initiatives to encourage best practices in IT service management across the company
• Keep abreast of developments in ITSM tools, methodologies, and industry trends

QUALIFICATIONS & REQUIREMENTS: 

• You must be a college graduate in IT, Engineering, or any related course. 
• You must have at least 5 years of experience in IT Service Management, IT Operations, IT Asset Management, or a related role.
• You must have strong knowledge of the ITIL framework and IT service management principles; ITIL certification is a plus.
• You must have experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms. Familiarity with cybersecurity, IT governance, and compliance standards is an advantage.

 Work Schedule: Flexible schedule

Work Setup: Hybrid (with flexibility), Quezon City