ITSM Associate Lead: Governance & Incident Ops

ViewQwest Inc; Davao City; On-site; PHP 480,000 - 720,000; Full time

Job description

Reporting directly to the ITSM Manager, the Associate ITSM Lead functionally supports the ITSM Lead in executing day-to-day governance, compliance, and service management activities across SQO. The role provides operational depth and continuity across the Lead's domain—Process Governance, ITSM Tooling, Documentation Standards, Change & Incident Oversight, and Reporting Integration—while serving as a trained backup during the Lead's absence. The Associate ITSM Lead partners closely with the ITSM Lead on execution while remaining directly accountable to the ITSM Manager for delivery, quality, and adherence to SQO standards.

Key responsibilities

• Execute governance, compliance, and service management tasks delegated by the ITSM Manager, in coordination with the ITSM Lead.
• Provide functional support across the ITSM Lead's domain to ensure operational continuity and consistent delivery.
• Act as the trained backup/deputy for the ITSM Lead during absence, ensuring uninterrupted governance coverage.
• Attend operational reviews, stand‑ups, and escalation bridges as required; capture actions and drive follow‑through.
• Escalate risks, blockers, and process deviations to the ITSM Manager and ITSM Lead in a timely, structured manner.
• Assist in the deployment, adoption, and continuous improvement of ITIL‑aligned processes (Incident, Change, Problem Management).
• Author, review, and maintain SOPs, escalation flows, and process guides in Confluence to the standards defined by the ITSM Lead.
• Monitor compliance and acknowledgment tracking across teams; follow up on outstanding items until closure.
• Coordinate day‑to‑day touchpoints between Change, Incident, Problem, and Reporting functions to support SLA adherence and clean escalations.
• Support audit readiness, service reviews, and post‑incident analyses by preparing evidence, artifacts, and timelines.

About you

• Bachelor's degree in Information Technology, Computer Science, Engineering, or Business Management (technical background preferred).
• ITILv4 Foundation Certification required; higher ITIL modules are an advantage.
• 2 to 4 years of experience in ITSM operations, service desk, service quality, or IT governance support roles.
• Strong coordination and follow-through skills, with the ability to manage multiple concurrent workstreams.
• Meticulous documentation, compliance, and process discipline; strong attention to detail.
• Working knowledge of IT infrastructure, networking, and service delivery workflows.
• Hands‑on experience with Jira Service Management and Confluence; comfortable maintaining structured documentation frameworks.
• Clear written and verbal communication; able to engage confidently with technical and business stakeholders.
• Collaborative disposition—works effectively as a functional partner to the ITSM Lead while remaining accountable to the ITSM Manager.