IT Service Management Head in Manila

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Job Overview

The ITSM Head will provide strategic leadership and oversight of IT Service Management disciplines, practices and tools adopted across the company’s IT organization.  The ITSM Head will oversee both a team of service managers and a team that supports service management tools and platforms. He will lead the development, improvement and operation of common service management practices across the Company in the delivery of IT services to all customer groups. The ITSM Head will promote the improvement and expansion of ITIL-based service management across the organization, with a particular focus on developing service ownership practices, including an emphasis on service taxonomy and the service catalog, service level management and portfolios, and service-based metrics. The candidate will develop and evolve a strategy for Service Management tools and platforms to support service owners across the organization. Provide the best 24/7 operations service to the client in limited cost.

JOB RESPONSIBILITIES AND ACCOUNTABILITIES:

 

  • Define and document in scope processes, working with stakeholders across Technology and the business, and adapt the ITIL framework accordingly
  • Drive establishment of SLAs across multiple functions and business units and oversee Continuous Service Improvement and execution when required for in-scope processes
  • Acts as the point of escalation for each ITIL process within the organization
  • Define Critical Success Factors and Key Performance Indicators for the processes
  • Lead the design, implementation, and improvement of service ownership and a service taxonomy, service level management, the service catalog and service portfolio management
  • Oversee ITIL service operations and transitions activities, including incident management, problem management, SLA management, knowledge management, change and release management, and configuration management
  • Help articulate and execute a strategy for service management-related communications
  • IT Service Management Tools and Reporting, including the analysis, implementation, and system administration of enterprise ITSM tools; understanding and effective use of key performance indicators for managing service delivery; and the design and provisioning of self-service, ad-hoc, and standardised reports for management support, and operational and strategic planning
  • Act as a guide and mentor for the organization in the understanding and application of ITSM processes

JOB SPECIFICATION:

Age – open

Education –  Graduate of any IT related course

Gender – Male or Female

Work Experience – At least 10 years relevant work experience; 24/7 online service company with 5,000 users at a time; service to whole Asia

Knowledge – ITIL cert v3 & v4, IT Processes

Abilities – IT process expert

Skills – Agile and Waterfall methodologies

Work Environment –

Physical Demand – minimal physical activities

Performance Expectations – satisfactory level of work

Job Detail
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