IT Service Management (ITSM) Manager

ACCION LABS PHILIPPINES, INC.; Quezon City; Hybrid; PHP 1,205,000 - 2,009,000; Part time

Job summary

ACCION LABS PHILIPPINES, INC. is seeking an IT Service Management (ITSM) Manager to oversee incident and problem management, service requests, and reporting across internal teams and service providers.

The role emphasizes ownership of issues from start to resolution with strong stakeholder coordination. The ideal candidate has 5–7 years in ITSM or related roles, a bachelor’s degree in IT/CS/Business, and will operate in a hybrid setup in Quezon City with a night shift schedule.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business, or related field.
• 5–7 years of experience IT Service Management Manager or any relevant role.
• Exposure in IT Service Management, Service Delivery, or IT Operations environment.
• Hands-on leadership in Major Incident Management and service restoration.
• Proven experience handling incidents, escalations, and resolution activities.
• Strong background in Problem Management, RCA, and corrective actions.
• Working experience managing Service Requests and SLA compliance.
• Skilled in Service Reporting, SLA/KPI tracking, and service performance.
• Ability to lead internal teams and service providers toward service improvement.

Responsibilities

• Oversee IT service management activities across internal teams and providers.
• Focus on incident and problem management, service requests, reporting, and overall service performance.
• Lead service improvement initiatives and ensure timely resolution of issues.

Skills

Incident management

Problem management

Service delivery

Stakeholder management

Leadership

SLA tracking

Service reporting

Cross-functional coordination

Education

Bachelor's degree in IT/CS/Business

Job description

Employement Details:

• Rate (Salary): Up to 180,000/month plus additional benefits (Open for negotiation if higher)

• Setup: Hybrid at Diliman, Quezon City

• Schedule: Night Shift (10:00 pm to 07:00 am) - willing for shifting in case needed

• Status: Project-Based (1-year) - highly chances to convert into regular / permanent position

About the Role
We are looking for an IT Service Management (ITSM) Manager to oversee IT service management activities and ensure effective service delivery across internal teams and service providers. The role will focus on incident and problem management, service requests, reporting, and overall service performance. The ideal candidate has strong coordination and stakeholder management skills and can take ownership of service issues from start to resolution.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business, or related field.

• 5–7 years of experience IT Service Management Manager or any relevant role.

• Exposure in IT Service Management, Service Delivery, or IT Operations environment.

• Hands-on leadership in Major Incident Management and service restoration.

• Proven experience handling incidents, escalations, and resolution activities.

• Strong background in Problem Management, RCA, and corrective actions.

• Working experience managing Service Requests and SLA compliance.

• Skilled in Service Reporting, SLA/KPI tracking, and service performance.

• Ability to lead internal teams and service providers toward service improvement.