ITSM Consultant (Senior Problem Manager)-Alabang

iQor; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

iQor is seeking a senior ITSM Consultant to lead governance, measurement, operation and continual improvement of enterprise IT Service Management processes. The role collaborates with service owners, technology teams and business stakeholders to improve service reliability, process execution and automation initiatives.

The ideal candidate translates business needs into well-defined requirements and partners with engineering and analytics teams to advance process maturity, analytics, and

Qualifications

• 7+ years in ITSM, service-operations, or process-management roles.
• ITIL Service Management Foundation certification or equivalent experience.
• Experience with enterprise ITSM platforms, preferably ServiceNow.
• Strong ability to interpret operational data, assess process effectiveness and define performance measures.
• Ability to communicate complex technical information to diverse audiences and influence cross-functional teams without direct authority.

Responsibilities

• Operates, monitors and continually improves ITSM processes to ensure consistent service-management outcomes.
• Defines and maintains process standards, controls, procedures, and governance structures.
• Evaluates current-state processes to identify opportunities to reduce manual effort and strengthen controls.
• Translates operational needs into clear requirements for engineering, automation, and platform teams.
• Defines, improves and analyzes KPIs and service-management data to uncover performance trends and risks.
• Develops actionable reporting and recommendations for ITSM leadership and stakeholders.
• Leads cross-functional workshops and improvement efforts, driving action without direct reporting authority.
• Supports organizational adoption of process changes through effective communication, training and documentation.

Skills

ITSM experience

Analytical thinking

Communication & leadership

Cross-functional collaboration

Education

ITIL Service Management Foundation certification

Tools

ServiceNow

Job description

The ITSM Consultant is a senior practitioner responsible for the governance, measurement, operation, and continual improvement of enterprise IT Service Management processes. The consultant functions as a cross-functional leader who works alongside service owners, technology teams, and business stakeholders to improve service reliability and process execution. While it is not a direct technical role, the position requires translating business needs into well-defined requirements and partnering with technical teams to implement process-maturity, automation, analytics, and AI-enabled transformations.

Core Responsibilities

• Operates, monitors, and continually improves assigned ITSM processes to ensure consistent service-management outcomes.
• Defines and maintains process standards, controls, procedures, and governance structures.
• Evaluates current-state processes to identify opportunities that reduce manual effort, improve consistency, and strengthen controls.
• Translates operational needs into clear process and functional requirements for engineering, automation, and platform teams.
• Defines, improves, and analyzes key performance indicators (KPIs) and service-management data to uncover performance trends, process gaps, and operational risks.
• Develops actionable reporting and recommendations for ITSM leadership and stakeholders.
• Leads cross-functional workshops and improvement efforts, establishing accountability and driving action without direct reporting authority.
• Supports the organizational adoption of process changes through effective communication, training, and documentation.

Qualifications and Requirements

• Experience: Generally seven or more years in an ITSM practitioner, service-operations, or process-management role.
• Certification: ITIL Service Management Foundation certification or equivalent experience is required.
• Platform Knowledge: Working knowledge of enterprise ITSM platforms, preferably ServiceNow.
• Analytical Skills: Strong ability to interpret operational data, assess process effectiveness, and define performance measures.
• Transformation Skills: Experience identifying process inefficiencies and defining workflow, automation, analytics, or AI-enabled improvements.
• Communication & Leadership: Demonstrated capability to clearly convey complex technical information to various audiences and influence cross-functional teams without direct authority.