IT Service Management Process Owner Principal

Dayforce; Philippines; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Dayforce is seeking an IT Service Level Management Process Owner to establish and continually improve SLM across our services. You will define end-to-end services, build an SLA/OLA framework, and run governance and improvement initiatives using ServiceNow as the system of record.

Collaborating with infrastructure, workplace technology, and application teams, you will drive measurable service outcomes, develop dashboards, and lead monthly/quarterly reviews on performance, breaches, and root

Qualifications

• 5+ years in ITSM, governance, SLM.
• Experience defining IT services and SLAs/OLAs.
• Strong ITIL knowledge: SL(M) and Continual Improvement.
• Hands-on ServiceNow ITSM/ITOM.
• Strong analytical skills for data-driven insights.
• Understanding of ServiceNow ITSM capabilities.
• Excellent communication with tech and non-tech stakeholders.
• Able to work independently and in teams.
• Strong problem-solving with practical solutions.
• ITIL/ITSM certification desirable.

Responsibilities

• Define and document IT services end-to-end with scope, ownership, and boundaries.
• Maintain service taxonomy and templates.
• Build service portfolio in ServiceNow with ownership and relationships.
• Define health measures: KPIs/SLIs and customer experience.
• Design and run recurring service reviews with stakeholders.
• Create dashboards in ServiceNow/BI tools for SLA/OLA trends.
• Report on incident impact, MTTR/MTBF trends.
• Maintain continual improvement backlog and track benefits.
• Support ServiceNow configuration with platform team.
• Act as process voice-of-business for SLM requirements.

Skills

ITSM

ServiceNow

KPI/SLI

Stakeholder comms

ITIL

Tools

ServiceNow ITSM

Job description

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.

About The Opportunity

We are seeking an IT Service Level Management Process Owner to establish and continuously improve Service Level Management (SLM) across our services environment. This role will define and standardize our IT services, build a scalable SLA/OLA framework, and run ongoing governance and continual improvement—leveraging ServiceNow as the system of record for service definitions, service performance reporting, and stakeholder review cadence. This is a process ownership, governance, and continuous improvement role. The role partners closely with infrastructure, workplace technology, application/platform teams, and service owners to drive measurable service outcomes.

What You'll Get To Do

• Service Definition & Service Portfolio/Catalog
• Lead the effort to define and document IT services end-to-end (purpose/value, customers, scope, service boundaries, dependencies, support model, hours, critical workflows, and ownership).
• Establish and maintain a consistent service taxonomy and standard service definition templates.
• Build/maintain the service portfolio and catalog structure in ServiceNow (e.g., service offering structure, ownership fields, support groups, relationships/dependencies).
• Partner with service owners to define service “health” measures: KPIs/SLIs, customer experience indicators, and operational measures (availability, reliability, request fulfillment performance, incident impact).
• Service Performance Reporting & Governance
• Design and run recurring service reviews (monthly/quarterly) with service owners and stakeholders, covering performance trends, breaches, root causes, and improvement plans.
• Build and maintain service performance dashboards in ServiceNow (and/or BI tools), enabling transparent reporting on:
• SLA/OLA attainment and trends
• Incident impact on services (MTTR/MTBF trends where applicable)
• Chronic issues and problem backlog health
• Request performance for service offerings
• Customer experience indicators (e.g., satisfaction where measured)
• Establish “single source of truth” reporting and definitions to eliminate metric ambiguity (“one set of numbers”).
• Continual Improvement & Standardization
• Maintain and prioritize a continual improvement backlog for service performance and governance maturity; track benefits and outcomes.
• Define policy/standards for introducing/changing/retiring services (operational readiness criteria, measurement readiness, ownership/RACI).
• Facilitate post-incident/service retrospectives focused on systemic improvements, ensuring actions are owned and completed.
• ServiceNow Enablement (ITSM tool of record)
• Partner with the ServiceNow platform team to configure/enhance capabilities that support SLM and service definition, such as:
• Service portfolio/catalog structures and ownership models
• SLA definitions, workflows, breach notifications, and reporting
• Service mapping/relationships (where used) to tie incidents/changes to services
• Consistent CI/service relationship hygiene needed for reliable reporting
• Act as the process voice-of-the-business for SLM requirements and backlog items related to ServiceNow.

Skills And Experience We Value

• 5+ years in IT service management, service governance, SLM, or IT operations process ownership.
• Proven experience defining IT services and implementing SLAs/OLAs across multiple teams.
• Strong working knowledge of ITIL practices, especially Service Level Management and Continual Improvement (plus solid understanding of incident/problem/change).
• Hands‑on experience with ServiceNow ITSM/ITOM concepts as a system of record for services and reporting (admin not required; must be able to specify requirements and validate outcomes).
• Strong analytical skills to turn operational data into actionable insights.
• Understanding of the ServiceNow platform and its ITSM capabilities.
• Excellent communication and collaboration skills to effectively interact with technical and non‑technical stakeholders.
• Ability to work independently and collaboratively in a team‑oriented, fast‑paced environment.
• Excellent problem‑solving skills with a focus on delivering practical and effective solutions.
• Technical certification in ITIL/ITSM is highly desirable.

What Would Make You Stand Out

• Experience with ITIL certifications (ITIL Foundation, ITIL Specialist modules).
• Experience with other ITSM tools and methodologies.
• Project management experience.
• Experience in change management practices.
• Core Competencies
• Process ownership and governance design
• Service modeling, taxonomy, and documentation discipline
• Metrics definition and data quality management
• Continual improvement backlog management
• Facilitation, negotiation, and executive communication
• If you have the passion for driving efficiency and improving IT service delivery, we'd love to hear from you.

What’s In It For You

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

Artificial intelligence may be used in the screening, assessment, or selection of applicants for this position.

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