Infrastructure Service Management

Siegen HR Solutions; Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

A recruitment firm is seeking an experienced Infrastructure Service Management Process Manager in Manila. You will be responsible for managing IT Service Management processes, ensuring compliance, and driving continuous improvement initiatives. The ideal candidate should possess strong knowledge of ITIL processes, excellent communication and analytical skills, and the ability to effectively manage diverse teams. This is a great opportunity to lead service improvement efforts in a multicultural environment.

Qualifications

• Strong knowledge of ITIL V3 Incident, Problem, Change and SLA management.
• Excellent written and verbal communications.
• Strong analytical and decision-making skills.
• Strong presentation and customer-facing skills, including trainings and negotiations.
• Ability to organize, drive, document meetings and manage actions.

Responsibilities

• Manage process design, implementation, and regular operation of IT Service Management Processes.
• Conduct regular audits for compliance with processes and SLAs.
• Provide monitoring and reporting on service improvement plan items.
• Lead collaboration between process teams and account teams.
• Analyze trends and prepare service improvement plans.

Skills

ITIL V3 Incident Management

ITIL V3 Problem Management

ITIL V3 Change Management

ITIL V3 Service Level Management

Excellent communication skills

Strong analytical skills

Presentation skills

Meeting management skills

Proficient in MS Office

Technical knowledge of Infrastructure Services

Ability to work in multi-cultural environments

Tools

MS Office

Job description

About the job Infrastructure Service Management

Job Description: The Service Management Process Manager ensures standardized methods and processes are driven across all capabilities, including client resolver groups and other stakeholders, and the account management teams. The process manager consistently drives identification of opportunities for continuous improvement and should be capable of supporting at least 2 of the 4 processes needed.

Responsibilities

• Responsible for managing the process design, implementation and regular operation of at least 2 of the 4 identified IT Service Management Processes
• Responsible for consistent end-to-end application of IM, PM, CM, and SLM Processes
• Conduct regular audits to ensure full compliance with the processes, SLAs, and determining potential areas for improvement
• Conduct process onboarding trainings and refreshers
• Regularly conduct process reviews, revisions and re-approvals, including the communication of process updates
• Take the lead to ensure smooth transition of IM, PM, CM and SLM process roll outs for new projects
• Manage and escalate if necessary any process-related issues in the delivery capabilities, including client capabilities when needed
• Analyze trends and determine a structured approach for preparing service improvement plans
• Provide monitoring and reporting against service improvement plan items
• Provide Account Teams with IM, PM, CM, and SLM process expertise for process engineering and service improvement in line with the ITSM frameworks
• Act as the lead for collaboration between the process teams, the account teams, and the tools team to ensure that the process requirements and improvements are realized into the tool specifications
• Understand the tool capabilities and limitations while at the same time ensuring that the ITSM process requirements are also satisfied
• Identification and management or mitigation of risks

Qualifications/Experience/Skills required

• Strong working knowledge of ITIL V3 Incident, Problem, Change and Service Level Management processes
• Excellent communications skills both written and verbal
• Strong analytical and decision making skills
• Strong presentation and customer facing skills including, but not limited to, conducting process trainings, refreshers, updates and negotiating approaches on how to address identified issues
• Strong meeting management skills – able to effectively organize, drive, control, and document meetings ensuring that the agenda and action items are clearly understood by the participants
• Proficient in MS Office applications
• Good technical knowledge of Infrastructure Services
• Able to work effectively in a diverse and multi-cultural environment