ITIL Governance Leader — Driving ITSM Excellence

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

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.