ITIL Service Manager/ Lead

Strategic Networks, Inc.; Makati; On-site; PHP 420,000 - 760,000; Full time

Job summary

Strategic Networks, Inc. is seeking an ITSM professional to implement and maintain ITIL-based service management processes within a dynamic organization.

You will lead the handling of incidents, changes, problems, and service requests to ensure timely resolution and minimal disruption to IT services. You will monitor performance against SLAs and KPIs, identify gaps, and collaborate with IT teams and stakeholders to drive improvements.

Qualifications

• ITSM processes based on ITIL best practices.
• Experience in incident, change, problem, and service request handling.
• Ability to monitor SLAs and KPIs and report on performance.

Responsibilities

• Implement and maintain ITSM processes based on ITIL best practices.
• Manage incident, change, problem, and service request processes to ensure timely resolution and minimal disruption to IT services.
• Monitor service performance and ensure compliance with established SLAs and KPIs.
• Identify process gaps and recommend improvements to increase service efficiency and quality.
• Coordinate with IT teams, business stakeholders, and service providers to resolve service issues and ensure smooth operations.
• Oversee change management activities to ensure system changes are properly assessed, approved, documented, and implemented.
• Monitor recurring incidents and service problems, conduct root cause analysis, and ensure corrective actions are implemented.
• Prepare service performance reports and provide updates on incidents, SLA compliance, and process improvements.
• Ensure compliance with IT policies, procedures, and governance requirements.
• Maintain ITSM documentation, procedures, and service records to support consistent service delivery.
• Support service reviews, audits, and continuous improvement initiatives to enhance IT service quality and user satisfaction.

Skills

ITSM

ITIL

Incident management

Change management

Problem management

Service requests

SLA monitoring

KPI tracking

Root cause analysis

Documentation

Governance

Stakeholder coordination

Job description

• Implement and maintain IT Service Management (ITSM) processes based on ITIL best practices.

• Manage incident, change, problem, and service request processes to ensure timely resolution and minimal disruption to IT services.

• Monitor service performance and ensure compliance with established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Identify process gaps and recommend improvements to increase service efficiency and quality.

• Coordinate with IT teams, business stakeholders, and service providers to resolve service issues and ensure smooth operations.

• Oversee change management activities to ensure system changes are properly assessed, approved, documented, and implemented.

• Monitor recurring incidents and service problems, conduct root cause analysis, and ensure corrective actions are implemented.

• Prepare service performance reports and provide updates on incidents, SLA compliance, and process improvements.

• Ensure compliance with IT policies, procedures, and governance requirements.

• Maintain ITSM documentation, procedures, and service records to support consistent service delivery.

• Support service reviews, audits, and continuous improvement initiatives to enhance IT service quality and user satisfaction.