ITSM Lead & Process Architect (Hybrid Contract)

Hammerjack Pty Ltd; Muntinlupa; Hybrid; PHP 900,000 - 1,800,000; Part time

Job summary

Hammerjack Pty Ltd is seeking an ITSM Specialist to lead ITIL-aligned service management across the SSC Tech Services organization. You will own process governance for Incident, Problem, Change, and CMDB, driving maturity, performance, and stakeholder satisfaction.

You will coach teams, ensure policy compliance, and identify automation opportunities with AI and workflow tools, while reporting performance through dashboards and reviews.

Qualifications

• Expert knowledge of ITIL 4 principles and practices.
• Strong experience in Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Experience with Help Desk platforms or equivalent ITSM tools.
• KPIs, SLAs, and service reporting management.
• Process governance, audit readiness, and compliance management.
• Proficient in reporting analytics using Power BI and Excel.
• Continuous Improvement, Lean, and Process Maturity methodologies.

Responsibilities

• Lead governance, implementation, and continuous improvement of ITSM processes: Incident, Problem, Change, Request, Knowledge, CMDB.
• Own and maintain ITSM policies, standards, procedures, workflows, and operating models.
• Drive adherence to SLA, OLA, KPI, and service performance targets.
• Prepare executive dashboards, service reviews, and operational reports.
• Lead service maturity initiatives including ITIL/CMMI alignment.
• Govern CMDB integrity, relationships, and audit readiness.
• Partner with Service Delivery Managers and stakeholders to improve outcomes.
• Identify automation opportunities using AI, Copilot, workflows, and self-service.
• Support service transition and onboarding of new services.
• Mentor ITSM Analysts and process owners.

Skills

ITIL 4

Incident Management

Problem Management

Change Management

Configuration Management

Knowledge Management

Service Level Management

Service Reporting

KPI Tracking

CMDB Governance

Power BI

Excel

ITSM Tooling

Tools

Power BI

Excel

Help Desk Platforms

Job description

Hammerjack Pty Ltd is seeking an ITSM Specialist to lead ITIL-aligned service management across the SSC Tech Services organization. You will own process governance for Incident, Problem, Change, and CMDB, driving maturity, performance, and stakeholder satisfaction.

You will coach teams, ensure policy compliance, and identify automation opportunities with AI and workflow tools, while reporting performance through dashboards and reviews.