IT Service Management Lead: Design, Transition & Delivery

Aurecon; Metro Manila; On-site; PHP 1,300,000 - 2,300,000; Full time

Job summary

Aurecon is seeking a Manager, IT Service Management in Metro Manila to lead design and transition of services from projects into live operations. You will collaborate with project teams, service owners, and operations to ensure high-quality, cost-effective delivery and continual improvement.

The role requires 7+ years in ITSM or service delivery with 5+ years in leadership, strong ITIL v4 and process-improvement experience, and a track record in service design and transition.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline.
• Minimum 7 years in IT service management or service delivery.
• Minimum 5 years in leadership roles.
• Strong experience in Service Design & Transition and Service Lifecycle execution.
• Experience in Release Management.
• Preferably certified in ITIL v4 Foundation (higher certifications advantageous).
• Lean Six Sigma or any certification on process improvement.
• Experience in Squad continuous delivery model is preferred.

Responsibilities

• Design and transition of new and changed services and the many aspects required to deliver services effectively such as processes, architectures, and tools.
• Ensure services are designed and transitioned to meet stakeholder expectations for quality, cost, and timelines.
• Lead the Design and Transition pod, ensuring Service Design is embedded within Tech and services transitioned effectively.
• Managing the Design and Transition team to ensure services are provided to a consistently high standard.
• Act as process owner for Design and Transition practices of UX and Adoption, Service Level Management, Service Transition, Configuration Management, Asset Management Portal, and Process Management. Leads the team to drive continual improvement.
• Ensure our services provide an efficient customer centric delivery model, in collaboration with both internal and external service providers, develop our processes and principles with an overall aim of offering seamless support to all staff and customers, improving their experience.
• Lead the design and document operating procedures and processes for each of the service management areas, making such documents publicly available and regularly reviewed.

Skills

ITSM

Leadership

Service Design

Release Management

ITIL v4

Process Improvement

Squad CD

Education

Bachelor’s degree in IT/CS/Engineering

Job description

Aurecon is seeking a Manager, IT Service Management in Metro Manila to lead design and transition of services from projects into live operations. You will collaborate with project teams, service owners, and operations to ensure high-quality, cost-effective delivery and continual improvement.

The role requires 7+ years in ITSM or service delivery with 5+ years in leadership, strong ITIL v4 and process-improvement experience, and a track record in service design and transition.