IT Service Delivery Management (HR Portfolio)

Globe Telecom, Inc.; Cebu City; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Globe Telecom, Inc. in Cebu City is seeking an IT Service Delivery Manager for the HR Portfolio to oversee delivery, performance, and improvement of IT and business services. You will ensure services meet SLAs, align with business needs, and drive service management processes.

This role partners with IT, HR, Finance and vendors to optimize operations, lead incident, problem, change, and request management, and champion ITIL practices while enhancing user experience and reliability.

Qualifications

• Must have a Bachelor’s degree in Information Technology, Business Administration, or related field.
• Must have hands-on experience configuring and utilizing enterprise service management tools such as ServiceNow, Workday, and Jira Service Management.
• Nice to have ITIL framework understanding (ITIL v4 certification preferred).
• Nice to have 1–2 years track record as a Senior SME or Lead IC driving complex ITSM processes.

Responsibilities

• Drive end-to-end service management operations with high availability and performance of critical services.
• Govern incident, problem, and change management processes as SME for complex resolutions.
• Design and analyze service performance metrics, translating data into insights and strategic recommendations.
• Lead CSI initiatives to optimize processes, automation, and efficiency.
• Partner with IT, HR, Finance, and vendors to ensure integrated service delivery across the organization.
• Act as primary escalation point and major incident commander for disruptions.

Skills

Influence without authority

Advanced problem-solving

Exceptional communication

Strategic prioritization

Analytical acumen

Process-obsessed

Education

Bachelor’s degree in Information Technology, Business Administration, or related field

Tools

ServiceNow

Workday

Jira Service Management

Job description

About Globe

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The IT Service Delivery Management (HR Portfolio) is responsible for overseeing the delivery, performance, and continuous improvement of IT and business services in HR Portfolio. This role ensures that services are aligned with business needs, meet agreed service levels, and follow established governance frameworks. The position plays a key role in driving operational excellence, enhancing user experience, and leading service management processes such as incident, problem, change, and request management.

Key Responsibilities

• Drive and optimize end-to-end service management operations, ensuring high availability, reliability, and performance of critical services.
• Execute and govern advanced incident, problem, and change management processes, acting as the definitive subject matter expert for complex resolutions.
• Design and analyze service performance metrics and KPIs, transforming data into actionable insights and strategic recommendations for IT leadership.
• Spearhead continuous service improvement (CSI) initiatives, identifying opportunities for deep process optimization, workflow automation, and efficiency gains.
• Partner extensively with cross-functional teams (IT, HR, Finance, vendors) to ensure seamless, integrated service delivery across the organization.
• Act as the primary escalation point and critical incident commander for major service disruptions, ensuring swift root-cause analysis and mitigation.
• Champion and enforce compliance with ITIL best practices, internal policies, and regulatory requirements across all operational frameworks.
• Govern vendor performance and manage relationships with third-party service providers to ensure strict adherence to Service Level Agreements (SLAs).
• Provide expert operational support during system implementations, upgrades, and deployments to guarantee a frictionless transition into the live environment.
• Drive user experience and satisfaction initiatives, proactively gathering feedback and translating it into tangible service enhancements.

Qualifications

• Must Have: Bachelor’s degree in Information Technology, Business Administration, or related field
• Must Have: Deep, hands-on experience configuring and utilizing enterprise service management tools (e.g., ServiceNow, Workday, Jira Service Management)
• Nice to Have: Advanced understanding and practical application of the ITIL framework (ITIL v4 certification is highly preferred)
• Nice to Have: At least 1–2 years track record acting as a Senior Subject Matter Expert (SME) or Lead Individual Contributor driving complex ITSM processes

Skills & Competencies

• Influence without authority: Strong ability to guide, mentor, and align cross-functional peers and junior staff without direct reporting lines.
• Advanced problem-solving: Strategic and tactical decision-making abilities during high-pressure situations.
• Exceptional communication: Ability to translate complex technical concepts into clear business impacts for executive stakeholders.
• Strategic prioritization: Highly capable of managing multiple competing priorities and shifting scopes in a fast-paced environment.
• Analytical acumen: Strong capability in complex reporting, data analysis, and translating metrics into business-driven decisions.
• Process-obsessed: A relentless focus on continuous improvement, automation, and lean service delivery.

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success.

Company Overview

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.