IT Service Management Specialist

Philippine Airlines; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Philippine Airlines is seeking an IT Service & Knowledge Management Specialist to strengthen our ITSM framework, governance, and continuous improvement of IT services. You will promote knowledge assets and support ITIL v4-aligned practices across the organization.

Work closely with business stakeholders, service teams, and vendors to monitor service performance, manage incidents and changes, and drive risk management and service continuity initiatives to ensure reliable and secure IT operations

Qualifications

• Bachelor's degree in IT/CS or related field.
• 2–5 years in ITSM, service delivery, or IT operations.
• Knowledge of ITIL v4 principles; ITIL cert an advantage.
• Strong analytical, documentation, and process-improvement skills.
• Excellent communication and stakeholder management across teams.

Responsibilities

• Maintain and improve IT Knowledge Library content.
• Monitor service performance and key operational metrics.
• Support Incident, Problem, Change, Service Request, and Continuity activities.
• Assist in transitioning projects to operational support.
• Support asset lifecycle, risk management, and cyber resilience initiatives.
• Coordinate with stakeholders and vendors to improve service quality.
• Contribute to governance, benefits realization, and reporting.

Skills

ITIL v4

Stakeholder mgmt

Analytical skills

Documentation

Education

Bachelor's degree in IT/CS

Job description

Are you looking for a career opportunity in the aviation industry? Here’s your opportunity to have a great career with a world-class airline company.

Why Join Us?

• Asia’s First and Longest-Serving Airline
• Get a chance to enjoy travel perks for you and your family
• A collaborative work culture and environment

Who Are We Looking For?

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.
• At least 2-5 years of experience in IT Service Management, Service Delivery, IT Operations, or related roles.
• Working knowledge of ITIL v4 principles and ITSM best practices; ITIL certification is an advantage.
• Strong analytical, problem-solving, documentation, and process improvement skills.
• Excellent communication and stakeholder management skills with the ability to collaborate effectively across cross-functional teams.

What's The Role All About?

The IT Service & Knowledge Management Specialist is responsible for supporting the organization's IT Service Management (ITSM) framework by ensuring the effective delivery, governance, and continuous improvement of IT services. The role promotes the efficient use of knowledge assets, supports ITIL v4-aligned practices, and helps drive operational excellence through knowledge management, process improvement, service performance monitoring, and risk management initiatives.

Working closely with business stakeholders, service teams, project teams, and vendors, the specialist supports key ITSM disciplines including Incident, Problem, Change, Service Request, Service Level, Asset, and Service Continuity Management. The role also contributes to project governance, benefits realization, vendor management, business continuity, and cyber resilience initiatives to ensure IT services remain reliable, efficient, secure, and aligned with organizational goals while delivering maximum business value.

Key Responsibilities

• Maintain and continuously improve the IT Knowledge Library, ensuring content remains accurate, relevant, and accessible.
• Monitor service performance, service levels, and key operational metrics to support continuous improvement initiatives.
• Support Incident, Problem, Service Request, Change, Release, and Service Continuity Management activities.
• Assist in the transition of projects into operational support and ensure operational readiness of service teams.
• Support IT asset lifecycle management, inventory maintenance, and asset utilization monitoring.
• Assist in risk management, cyber resilience, and business continuity planning initiatives.
• Coordinate with internal stakeholders and external vendors to improve service quality and operational effectiveness.
• Contribute to project governance, benefits realization assessments, and performance reporting.
• Identify process improvement opportunities and recommend solutions that enhance service delivery and business value.
• Support and enhance ITIL v4-aligned IT Service Management processes and governance practices.