ITIL Governance Lead

blaseek; Manila; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

blaseek is seeking an experienced ITIL Governance professional to lead enterprise‑wide ITSM practices. The role focuses on governance, process ownership, and continual service improvement aligned with ITIL v4.

You will drive end‑to‑end ITSM governance across incident, problem, change, service request, knowledge, and CSI processes, collaborating with multiple teams to ensure accountability and process maturity.

Qualifications

• Bachelors degree in IT, CS, engineering, or related field required.
• 8–12 years in IT Service Management, service delivery, or IT operations.
• Hands-on governance and management of multiple ITIL processes in enterprise settings.
• Proven ITSM governance, process implementation, and service improvement experience.
• ITIL v4 Certification required; preferred Managing Professional or higher.
• Strong understanding of ITIL lifecycle, governance frameworks, and SLA management.
• Experience facilitating CAB meetings and governance reviews.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, Remedy.
• Excellent stakeholder management and cross-functional communication.
• Experience in multinational/shared services or regulated environments is a plus.

Responsibilities

• Own and govern core ITIL processes across the organization.
• Lead governance reviews, CAB meetings, SLA/KPI reviews, and post-incident reviews.
• Drive ITSM process maturity improvements across teams.
• Partner with infrastructure, apps, cybersecurity, service desk, and business units.
• Develop governance dashboards for SLA, change, incidents, and risks.
• Identify process gaps and drive Continual Service Improvement initiatives.
• Ensure documentation, standardization, and knowledge management practices.
• Support ITSM tool governance and optimization (ServiceNow, Jira Service Mgmt, Remedy).
• Conduct ITIL awareness sessions and process coaching across teams.

Skills

Governance

Stakeholder management

Data-driven decisions

CAB facilitation

ITSM process ownership

Education

Bachelor’s Degree in Information Technology, Computer Science, Engineering, or related field

ITIL v4 Certification

Tools

ServiceNow

Jira Service Management

Remedy

Job description

About the Role

We are looking for an experienced ITIL Governance professional who can lead and strengthen enterprise‑wide IT Service Management (ITSM) practices across the organization. This role is focused on driving governance, process ownership, operational discipline, and continual service improvement aligned with ITIL v4 best practices. The ideal candidate has strong hands‑on experience implementing and governing multiple ITIL processes within enterprise or shared services environments, is capable of working across technical and business teams, establishing governance standards, driving process adoption, and ensuring accountability across the IT organization. This role requires someone who goes beyond operational incident handling and has deep understanding of end‑to‑end ITSM governance, service lifecycle management, and process maturity improvement.

Key Responsibilities

Own and govern core ITIL processes across the organization, including:

• Incident Management
• Major Incident Management
• Problem Management
• Change Enablement / Change Management
• Service Request Management
• Knowledge Management
• Continual Service Improvement (CSI)
• Service Level Management
• Configuration Management / CMDB
• Event & Monitoring Management
• Service Transition and Early Life Support (ELS)
• Establish and enforce ITSM governance standards, policies, workflows, and operational controls aligned with ITIL v4 practices
• Lead governance reviews, CAB meetings, SLA/KPI reviews, post‑incident reviews, and operational performance discussions
• Drive ITSM process maturity improvements across multiple support and resolver teams
• Partner with infrastructure, applications, cybersecurity, service desk, and business stakeholders to ensure process compliance and operational alignment
• Develop governance dashboards and reporting for SLA performance, change success rates, incident trends, backlog management, and operational risks
• Identify process gaps, operational inefficiencies, and recurring service issues through data analysis and root‑cause reviews
• Lead Continual Service Improvement initiatives to improve service quality, operational efficiency, and customer experience
• Ensure proper documentation, process standardization, and knowledge management practices across the organization
• Support ITSM tool governance and optimization initiatives (e.g., ServiceNow, Jira Service Management, or similar platforms)
• Conduct ITIL awareness sessions, governance workshops, and process coaching across teams to strengthen ITSM adoption and accountability

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or related field
• At least 8–12 years of experience in IT Service Management, Service Delivery, or IT Operations
• Strong hands‑on experience managing and governing multiple ITIL processes in enterprise environments
• Proven experience in ITSM governance, process implementation, operational reviews, and service improvement initiatives
• ITIL v4 Certification is required
• Preferably ITIL v4 Managing Professional, Practice Manager, or higher certifications
• Strong understanding of ITIL lifecycle, governance frameworks, SLA management, and service operations
• Experience facilitating CAB meetings, governance reviews, RCA discussions, and executive reporting
• Experience working with ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or similar tools
• Strong stakeholder management and communication skills, with ability to influence teams across different functions and levels
• Experience working in multinational, shared services, or highly regulated environments is an advantage

Preferred Profile

We are looking for someone who:

• Has implemented and governed ITIL processes beyond Incident Management
• Can drive operational discipline and accountability across teams
• Understands both governance and operational realities
• Is comfortable working with senior stakeholders and technical teams
• Can lead service improvement initiatives using data and operational insights
• Has experience mentoring teams and promoting ITSM best practices across the organization