ITSM Lead: Process Excellence & Service Delivery

Hammerjack Pty Ltd; Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an ITSM Specialist to govern IT Service Management processes across the SSC Tech Services organization. You will own ITSM policies, ensure service quality, and drive improvements aligned with ITIL standards and business expectations.

The role bridges service operations, service delivery, and business stakeholders while advancing service maturity and customer satisfaction. Leadership experience and strong analytics are required to drive change globally.

Qualifications

• 5–8 years of ITSM, Service Delivery, or IT Operations experience.
• At least 2–3 years of leadership experience.
• Experience in an international and multicultural environment.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead the governance, implementation, and continuous improvement of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
• 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 performance reports.
• Lead continual service improvement programs and process maturity initiatives including ITIL and CMMI alignment.
• Govern CMDB integrity, configuration item relationships, and audit readiness activities.
• Partner with Service Delivery Managers, Service Line Leads, and Business Stakeholders to improve service outcomes.
• Identify automation opportunities utilizing AI, Copilot, workflow automation, and self-service capabilities.
• Support service transition, onboarding of new services, and operational readiness activities.
• Lead, coach, and mentor ITSM Analysts and process owners.

Skills

ITIL 4

Incident management

Problem management

Change management

SLA/OLA governance

Stakeholder management

Process improvement

Leadership

Analytics

Communication

Tools

ITSM tools

Power BI

Excel

Job description

Hammerjack Pty Ltd is seeking an ITSM Specialist to govern IT Service Management processes across the SSC Tech Services organization. You will own ITSM policies, ensure service quality, and drive improvements aligned with ITIL standards and business expectations.

The role bridges service operations, service delivery, and business stakeholders while advancing service maturity and customer satisfaction. Leadership experience and strong analytics are required to drive change globally.