Global IT Service Management Lead

Advanced Energy; Quezon City; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Advanced Energy is seeking a Sr. Manager, IT Service Management to lead the global ITSM function, delivering consistent support across offices, shared services, and manufacturing sites, aligned with business needs.

You will drive incident and request management, governance, knowledge, and reporting, partner with Infrastructure, Applications, Cybersecurity, HR, and vendors, and build a high-performing distributed team.

Qualifications

• Bachelor's degree or equivalent in IT, CS, engineering or related field.
• MBA or MIT is a plus.
• 10+ years IT experience with 3–5 years in ITSM/IT operations leadership.
• Strong ITIL, incident, change, knowledge management experience.

Responsibilities

• Lead global IT Service Management to ensure consistent IT support across AEI locations.
• Own IT service performance metrics, SLA adherence, and customer satisfaction.
• Govern ITSM processes: incident, request fulfilment, problem, change, knowledge management.
• Drive ServiceNow usage, ticket hygiene, categorization, SLA governance, and dashboards.
• Partner with Infrastructure, Applications, Cybersecurity, HR, Facilities and vendors to resolve issues.
• Build and lead a distributed, high-performing team with clear accountability.
• Support onboarding/offboarding, endpoint support, collaboration tools, and VIP support.
• Manage vendor and MSP performance and cost-effective delivery.
• Provide executive-ready updates on service delivery, risks, and improvement plans.
• Identify automation and self-service opportunities to improve user experience.

Skills

ITIL

ServiceNow

Leadership

Stakeholder communication

Incident management

Vendor management

Global team leadership

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, Business

MBA or MIT advantageous

Tools

ServiceNow

Job description

Advanced Energy is seeking a Sr. Manager, IT Service Management to lead the global ITSM function, delivering consistent support across offices, shared services, and manufacturing sites, aligned with business needs.

You will drive incident and request management, governance, knowledge, and reporting, partner with Infrastructure, Applications, Cybersecurity, HR, and vendors, and build a high-performing distributed team.