IT Service Management Representative

Hammerjack Pty Ltd; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Accenture is seeking an IT Service Management Representative in Manila to oversee the delivery and operational support of IT production systems and services. You will ensure availability, reliability and client satisfaction while managing risk across the service management lifecycle.

The role requires expert governance skills, strong ITSM knowledge, and the ability to collaborate with cross‑functional teams.

Qualifications

• Expert proficiency in Service Management Governance.
• Strong knowledge of IT service management frameworks and best practices.
• Ability to analyze and resolve service delivery issues efficiently.
• Experience with monitoring tools and techniques to ensure system availability.
• Excellent communication skills to interact with clients and internal teams.

Responsibilities

• Manage delivery independently and become an SME.
• Participate actively in team discussions and share expertise.
• Propose solutions to work-related problems.
• Collaborate with cross-functional teams to ensure seamless service delivery and operational excellence.
• Monitor service performance and identify areas for improvement to enhance client satisfaction.
• Assist in development and implementation of service management policies and procedures.
• Support risk management activities to minimize disruptions and maintain compliance.

Skills

Service Management Governance

ITSM frameworks

Issue resolution

Monitoring tools

Communication

German language (nice-to-have)

Job description

Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.

Summary: As an IT Service Management Representative, a typical day involves overseeing the delivery and operational support of IT production systems and services. This role focuses on maintaining the availability and reliability of infrastructure services, managing risks associated with service delivery, and ensuring client satisfaction through effective service management practices. Collaboration with various teams and stakeholders is essential to support the service management lifecycle and address any issues that arise promptly.

Roles & Responsibilities

• Expected to perform independently and become an SME.
• Required active participation/contribution in team discussions.
• Contribute in providing solutions to work related problems.
• Collaborate with cross-functional teams to ensure seamless service delivery and operational excellence.
• Monitor service performance and proactively identify areas for improvement to enhance client satisfaction.
• Assist in the development and implementation of service management policies and procedures.
• Support risk management activities to minimize service disruptions and maintain compliance with organizational standards.

Professional & Technical Skills

• Required Skill: Expert proficiency in Service Management Governance.
• Additional Good To Have Skills: Experience with German Language.
• Strong knowledge of IT service management frameworks and best practices.
• Ability to analyze and resolve service delivery issues efficiently.
• Experience with monitoring tools and techniques to ensure system availability.
• Excellent communication skills to interact effectively with clients and internal teams.

Additional Information

• The candidate should have minimum 2 years of experience in Service Management Governance.
• This position is based at our Manila office. Minimum 2 year(s) of experience is required

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.