ITSM Manager

Black & White Engineering; Metro Manila; On-site; PHP 1,500,000 - 2,500,000; Full time

Job summary

Black & White Engineering seeks an ITSM Manager to lead and mature the global IT Service Management function, establishing a standardized, measurable delivery model across regions. The role defines strategy, governs processes, and ensures reliable IT operations to support engineering teams.

Ideal candidate has ITIL expertise, global service desk experience, and strong governance capabilities, with a track record of driving automation and service improvements.

Qualifications

• Bachelor’s degree in IT/CS/IS or related field.
• ITIL 4 Foundation certification required; Managing Professional preferred.
• Proven experience building, leading, and scaling global ITSM functions and/or Service Desk operations.
• Strong leadership experience managing multi-region, multi-timezone teams.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice.
• Strong knowledge of IT governance, CMDB, asset lifecycle and ISO27001.

Responsibilities

• Define and execute the global ITSM strategy, operating model, and governance framework.
• Mature ITIL-aligned processes covering incident, request, change, problem, and configuration management.
• Lead the Global Service Desk and ensure SLA compliance and high first-contact resolution.
• Govern Change Advisory Board activities and ensure audit-ready documentation.
• Collaborate with Engineering, Security, and Business teams to align IT services.
• Drive continuous improvement through automation and AI-enabled service enhancements.

Skills

ITIL frameworks

Global leadership

Stakeholder mgmt

Data-driven decisions

Automation & AI

Audit readiness

Governance

Education

Bachelor’s degree in IT/CS/IS

ITIL 4 Foundation

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Black & White Engineering is a multi-award-winning engineering consultancy with more than 1,100 employees across the UK, Europe, Middle East, and Asia Pacific.

We specialize in the full spectrum of engineering design consultancy for the data centre sector, including Mechanical, Electrical & Plumbing (MEP), Civil & Structural, Design Management, Sustainability, BIM, Power Systems, and other infrastructure-related services.

Our engineering expertise reaches across all sectors of the construction industry, providing pragmatic and practical design solutions that ensure projects are both spatially and operationally efficient. Our design process fully considers installation and maintenance practicalities on site.

Due to our continued growth, we are seeking an ITSM Manager to lead and mature our Global IT Service Management function, establishing a standardized, measurable, and continuously improving global service delivery model across all regions.

The successful candidate will be responsible for defining ITSM strategy, governing IT service delivery processes, and ensuring consistent, efficient, and reliable IT operations that support our global engineering teams. This position requires an experienced IT service management leader with strong expertise in ITIL frameworks, service governance, operational excellence, and managing global IT support environments.

Key Responsibilities

• Define and execute the global IT Service Management strategy, operating model, and governance framework.
• Establish and mature ITIL-aligned processes covering incident, request, change, problem, and configuration management.
• Ensure consistent adoption and compliance with ITSM processes across all IT teams and regions.
• Define and enforce service standards, policies, operational controls, and continuous improvement frameworks.
• Act as the governance authority for IT service delivery, ensuring alignment with business requirements.

Global Service Desk Ownership

• Lead and oversee the Global Service Desk function, ensuring effective service delivery across multiple regions and time zones.
• Establish and optimize service desk structures, staffing models, operational processes, and performance management.
• Ensure SLA compliance, effective escalation management, and high first-contact resolution.
• Drive improvements in user experience, service availability, and support effectiveness.

Incident, Problem & Change Management

• Own end-to-end incident management processes, including major incident governance and resolution coordination.
• Oversee problem management activities to identify root causes and prevent recurring issues.
• Govern Change Advisory Board (CAB) activities to ensure controlled and risk-managed change implementation.
• Maintain audit-ready documentation and process evidence across all ITIL practices.

Asset, Configuration & Procurement Management

• Own the Configuration Management Database (CMDB) strategy, governance, and data quality.
• Oversee IT asset lifecycle management, including procurement, deployment, tracking, and disposal.
• Ensure software licensing compliance and alignment with vendor agreements.
• Coordinate IT procurement activities with Finance, vendors, and internal stakeholders.

Service Performance & Continuous Improvement

• Define and monitor IT service performance metrics, including SLA achievement, MTTR, FCR, CSAT, and service backlog health.
• Provide executive-level reporting on service performance, trends, and improvement opportunities.
• Drive continuous improvement initiatives through automation, self-service capabilities, and AI-enabled service enhancements.
• Benchmark IT service performance against industry standards and best practices.
• Ensure ITSM processes align with ISO 27001 requirements and internal audit standards.
• Maintain complete audit trails for incidents, changes, assets, and service management activities.
• Support internal and external audits by ensuring evidence readiness and process compliance.
• Reduce operational and compliance risks through effective governance and control enforcement.
• Serve as the primary governance interface between ITSM and IT delivery functions, including Infrastructure, Networks, Cyber Security, and Business Solutions teams.
• Manage relationships with external IT service providers and technology vendors.
• Collaborate with business stakeholders to align IT service delivery with operational needs and engineering productivity goals.

Job Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• ITIL 4 Foundation certification required; ITIL Managing Professional or equivalent certification preferred.
• Proven experience building, leading, and scaling global IT Service Management functions and/or Service Desk operations.
• Strong leadership experience managing multi-layered IT teams, including service desk, ITSM processes, and governance functions.
• Experience operating within multinational, multi-region, and multi-timezone environments.
• Strong understanding of IT governance, service delivery models, and operational excellence frameworks.
• Proven experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or equivalent tools.
• Strong knowledge of ITIL processes, including Incident Management, Problem Management, Change Management, Request Management, and Configuration Management.
• Experience implementing and governing CMDB and IT asset lifecycle management frameworks.
• Knowledge of IT procurement processes, vendor management, and software licensing governance.
• Experience developing SLA frameworks, KPI reporting models, and service performance dashboards.
• Familiarity with cybersecurity governance and collaboration with Security Operations teams.
• Experience supporting audit readiness and compliance frameworks, such as ISO 27001 or equivalent.
• Strong analytical, problem-solving, and data-driven decision-making skills.
• Excellent stakeholder management and communication skills with the ability to influence IT leadership and business teams.