ESM Platform Service Architect: Design & Governance

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hoya seeks a Service Architect to design, govern, and optimize services delivered through the Enterprise Service Management (ESM) platform. The role blends strategic service design with operational oversight to ensure reliability, user-centric experiences, and alignment with transformation goals.

Responsibilities include setting architecture standards, monitoring service health, lifecycle management, and collaborating across teams to deliver long-term value and compliant, scalable services.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5–7 years of experience in IT service management, architecture, or related roles, focusing on ESM platforms.

Responsibilities

• Define and maintain service architecture standards for the ESM platform.
• Collaborate with stakeholders to design and evolve services that deliver long-term business value.
• Integrate service design principles into solution development and delivery processes.
• Monitor service health by tracking incidents, problems, and availability.
• Drive proactive measures to prevent service degradation and ensure resilience.
• Oversee planning, maintenance, upgrades, and retirement of services.
• Validate operational readiness for new or reimagined services before go-live.
• Develop and execute transition plans to move services from project delivery into BAU support structures.
• Work with operations, technical support, and vendors to resolve issues and maintain service continuity.
• Act as a trusted advisor to business stakeholders and ensure service capabilities support transformation objectives.
• Facilitate communication between architecture, delivery, and support teams for seamless service integration.
• Ensure adherence to regulatory, security, and governance standards across all services.
• Maintain documentation of service architecture, processes, and compliance requirements.
• Assess and mitigate risks associated with service changes and new implementations.
• Identify opportunities for AI optimization and implement enhancements to improve service quality and efficiency.
• Champion user-centric service experience and advocate for innovation in service delivery.
• Stay informed on industry best practices and emerging technologies to future-proof services.

Skills

ITSM principles

ITIL v4

ESM service design

Service performance management

SLA & KPI management

Regulatory compliance

ESM certifications

Stakeholder communication

Cross-cultural collaboration

Problem solving

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

BMC Helix

Job description

Hoya seeks a Service Architect to design, govern, and optimize services delivered through the Enterprise Service Management (ESM) platform. The role blends strategic service design with operational oversight to ensure reliability, user-centric experiences, and alignment with transformation goals.

Responsibilities include setting architecture standards, monitoring service health, lifecycle management, and collaborating across teams to deliver long-term value and compliant, scalable services.