ITSM Manager

ACCION LABS PHILIPPINES, INC.; Quezon City; On-site; PHP 1,674,000 - 2,009,000; Full time

Job summary

ACCION LABS PHILIPPINES, INC. is seeking an experienced ITSM Manager to oversee IT Service Management operations and ensure the effective delivery, performance, and continuous improvement of IT services.

The role will manage service processes and resolve critical incidents. Key responsibilities include leading Major Incident Management, Incident Management, Problem Management, and Service Request Management; monitoring IT service reports and SLA compliance; coordinating with technical teams,

Qualifications

• At least 6 years of ITSM leadership experience.
• Strong ITIL/ITSM framework knowledge and application.
• Willing to work night shift and coordinate multiple teams.

Responsibilities

• Lead Major Incident Management and ensure timely resolutions.
• Oversee Incident, Problem, and Service Request Management processes.
• Monitor service performance, SLAs, and KPIs; prepare IT service reports.
• Coordinate with technical teams, stakeholders, and vendors to ensure service delivery.
• Drive continuous improvement of ITSM processes and operational standards.

Skills

Major Incident Management

Incident Management

Problem Management

Service Request Management

Leadership

Communication

ITIL/ITSM

Stakeholder Management

Job description

Work Schedule: Night Shift
Employment Type: 1-Year Contract
Salary: ₱150,000–₱180,000 per month

Job Summary

We are looking for an experienced ITSM Manager to oversee IT Service Management operations and ensure the effective delivery, performance, and continuous improvement of IT services. The role will manage service processes, resolve critical incidents, monitor service performance, and ensure adherence to ITSM best practices and service-level commitments.

Key Responsibilities

• Lead and manage Major Incident Management (MIM) and ensure timely resolution of critical incidents.

• Oversee Incident Management processes and ensure effective incident resolution and escalation.

• Manage Problem Management, including root cause analysis and preventive actions.

• Oversee Service Request Management and ensure timely fulfillment of service requests.

• Monitor and prepare IT Service Reports covering service performance, incidents, requests, and SLA compliance.

• Track and analyze Service Performance and identify opportunities for improvement.

• Coordinate with technical teams, business stakeholders, and vendors to ensure effective service delivery.

• Drive continuous improvement of ITSM processes, procedures, and operational standards.

• Ensure compliance with established SLAs, KPIs, policies, and ITSM best practices.

• Provide regular updates and recommendations to management regarding service performance and operational issues.

Qualifications

• At least 6 years of experience working as an ITSM Manager or in a similar IT Service Management leadership role.

• Strong experience in Major Incident Management, Incident Management, Problem Management, and Service Request Management.

• Experienced in service reporting, SLA/KPI monitoring, and service performance management.

• Strong leadership, stakeholder management, communication, and problem-solving skills.

• Ability to manage critical situations and coordinate multiple teams under pressure.

• Willing to work on a night shift schedule.

• Experience with ITIL/ITSM frameworks is highly preferred.