ITSM Lead
Job details
Job Title: Service Management Lead Location: Philippines The Team Service Management or ITSM oversees the incident management, problem management, change management and service level management of the company. The Role Reporting to Head of Service Management, the Service Management Lead will provide the vision, thought leadership, governance and continuous improvement of the IT Service Management. He will be accountable for ensuring that all ITIL processes are understood and consistently adhered to and executed by product/service owners throughout IT. Key responsibilities:
- Own, promote & governance of IT Service Management covering Incident, Problem, Change and Service Level Management.
- Driving standardization, implementation, adoption in the Service Management disciplines above
- Identify areas for IT continuous improvements across the organization
- Define, aligned and document Service Management processes with stakeholders across IT and businesses which will form the Group’s ITIL framework
- Facilitate and govern IT Service Level/Object Level Agreement across multiple functions, businesses and partners
- Partner with stakeholders to Define Key performance Indicator (KPI) for various IT Services
- Track KPI and communicate through Management review meetings
- Manage exceptions to defined ITSM process when scenario warrants it
- Lead, mentor and develop a team of ITSM staff using a supportive and collaborative approach
- 10 years of IT careers in different positions with last 5 years in ITSM Management Position
- Extensive experience with Incident, Problem, Change and Service Level Management.
- Timeliness in tracking and analyzing KPI
- Understand the end to end IT software/system relationship and its process from concept-> design-> development-> testing-> deployment-> operations-> maintenance
- Good verbal and written communication skills
- Able to effectively communicate with peers and executive leaders
- Logical analytical skills with agility to towards problem-solving
- Much experience in leading/coaching/empowering remote teams
- Up to date ITIL certifications
- Company Christmas gift
- Company events
- Discounted lunch
- Employee discount
- Employee stock ownership plan
- Flextime
- Free parking
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
- Transportation service provided
- Work from home
- 8 hour shift
- Day shift
- Fixed shift
- Monday to Friday
- 13th month salary
- Anniversary bonus
- Bonus pay
- Performance bonus
- Yearly bonus
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