IT Service Management Specialist

GECO Asia Pte Ltd; Muntinlupa; Hybrid; PHP 700,000 - 900,000; Full time

Job summary

GECO Philippines, part of the GECO Asia Group, is hiring an IT Service Management Specialist to ensure service quality and operational excellence.

The role leads incident, problem, change, and configuration management while driving CSI and automation initiatives. Hybrid work arrangement is available with a focus on process governance and stakeholder collaboration.

Qualifications

• 5–8 years of experience in ITSM, Service Delivery, IT Operations, or related field.
• 2–3 years of leadership or team coordination experience.
• Strong knowledge of ITIL 4 principles and practices.
• Hands-on experience in Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Experience with Service Desk/ITSM platforms or equivalent tools.
• Strong knowledge of SLA, OLA, KPI, and service performance management.
• Experience with process governance, compliance, audit readiness, and continuous improvement.
• Proficiency in Microsoft Excel and Power BI for reporting and analytics.

Responsibilities

• Lead and continuously improve Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
• Develop and maintain ITSM policies, standards, procedures, workflows, and operating models.
• Monitor and drive compliance with SLA, OLA, KPI, and service performance targets.
• Prepare service dashboards, management reports, and operational performance reviews.
• Drive CSI and ITSM process maturity initiatives.
• Govern CMDB accuracy, configuration items, relationships, and audit readiness.
• Collaborate with Service Delivery Managers and business stakeholders to improve service outcomes.
• Identify opportunities for automation and AI-driven solutions.
• Support service transition, new service onboarding, and operational readiness activities.
• Provide leadership, coaching, and mentoring to ITSM analysts and process owners

Skills

Incident management

Problem management

Change management

Knowledge management

Configuration management

SLA/OLA/KPI management

Excel

Power BI

ITIL 4

AI and automation

Tools

Power BI

Power Automate

Microsoft Copilot

Job description

About Us:
GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.

We’re Hiring: IT Service Management Specialist

The role will be responsible for ensuring service quality, operational excellence, process compliance, and continuous improvement in line with ITIL best practices and business requirements. The ITSM Specialist will work closely with service operations, service delivery teams, and business stakeholders to improve service performance and customer satisfaction.

Deployment Setup

Work Arrangement: Hybrid (3 days onsite / 2 days remote)
Schedule: Shifting

Key Responsibilities

• Lead and continuously improve Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
• Develop and maintain ITSM policies, standards, procedures, workflows, and operating models.
• Monitor and drive compliance with SLA, OLA, KPI, and service performance targets.
• Prepare service dashboards, management reports, and operational performance reviews.
• Drive Continual Service Improvement (CSI) and ITSM process maturity initiatives.
• Govern CMDB accuracy, configuration items, relationships, and audit readiness.
• Collaborate with Service Delivery Managers, Service Line Leads, and business stakeholders to improve service outcomes.
• Identify opportunities for automation, AI, Copilot, Power Automate, chatbots, and self-service solutions.
• Support service transition, new service onboarding, and operational readiness activities.
• Provide leadership, coaching, and mentoring to ITSM analysts and process owners

Technical Competencies

• 5–8 years of experience in ITSM, Service Delivery, IT Operations, or a related field.
• 2–3 years of leadership or team coordination experience.
• Strong knowledge of ITIL 4 principles and practices.
• Hands-on experience in Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Experience with Service Desk/ITSM platforms or equivalent tools.
• Strong knowledge of SLA, OLA, KPI, and service performance management.
• Experience in process governance, compliance, audit readiness, and continuous improvement.
• Proficiency in Microsoft Excel and Power BI for reporting and analytics.
• Experience with service transition and operational readiness.
• Knowledge of Lean, process maturity, or CMMI for Services is an advantage.
• Exposure to AI and automation technologies such as Microsoft Copilot, Power Automate, and chatbots is a plus.

Key Competencies

• Strong stakeholder management and communication skills
• Excellent analytical and problem-solving abilities
• Strong organizational and process management skills
• Customer-focused and continuous improvement mindset
• Ability to influence teams and drive organizational change
• Strong leadership and decision-making skills
• Ability to translate business requirements into practical operational improvements
• Experience working in an international and multicultural environment