Global ESM Service Architect - Design & Governance

Par Excellence Search Consulting Inc

Makati

Hybrid

PHP 2,000,000 - 3,200,000

Full time

14 days+

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Job summary

Par Excellence Search Consulting Inc. is seeking a seasoned Service Architect to design, govern, and continuously improve Enterprise Service Management (ESM) services within a Philippines-based Center of Excellence.

The role collaborates with business, architecture, delivery, operations, and support teams to ensure scalable, secure, and measurable services across a global environment. The position focuses on service architecture and service design, not only ITSM configuration.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field.
5–7+ years of experience in IT Service Management, Service Architecture, Service Design, or related areas.
Proven experience in ESM service design and service management.
Strong knowledge of ITSM principles and ITIL, preferably ITIL v4.
Experience with service performance management, SLA and KPI management.
Experience in service lifecycle management and operational readiness/transition.
Experience with modern ESM platforms such as ServiceNow, BMC Helix, or similar platforms.
Experience in service governance, risk management, and compliance.

Responsibilities

Design and maintain service architecture standards for the ESM environment.
Design and evolve services based on business requirements and future needs.
Translate business and operational requirements into scalable, supportable service designs.
Apply principles such as modularity, scalability, security, observability, auditability, governance, and upgrade safety to service design.
Ensure services are designed for long-term business value and operational sustainability.
Monitor service health through incidents, problems, availability, SLA and KPI performance.
Identify service risks, recurring issues, and opportunities for proactive improvement.
Use service performance data to drive service enhancements and operational improvements.
Manage services throughout their lifecycle, from design and implementation through BAU, improvement, and retirement.
Establish operational readiness requirements before new or redesigned services go live.
Coordinate service transition and ensure appropriate handover to operational support teams.
Ensure service documentation, ownership, support arrangements, and governance requirements are established.
Establish and maintain service governance standards, processes, controls, and documentation.
Ensure services comply with relevant governance, security, risk, and compliance requirements.
Assess risks and dependencies associated with service changes and new implementations.
Work with stakeholders to ensure consistent adoption of service management practices.
Partner with business stakeholders to understand requirements and translate them into effective service designs.
Collaborate with architecture, project delivery, IT operations, technical support, and vendors.
Facilitate alignment between teams involved in designing, delivering, supporting, and improving services.
Influence stakeholders across different functions and geographies without relying solely on direct authority.
Identify opportunities to improve service quality, efficiency, user experience, and operational performance.
Analyze service data, user feedback, incidents, problems, and trends to identify improvement priorities.
Promote service management best practices and new approaches to improve ESM maturity.