ITSM Manager: Lead Incidents & Service Delivery

ACCION LABS PHILIPPINES, INC.; Quezon City; Hybrid; PHP 1,205,000 - 2,009,000; Part time

Job summary

ACCION LABS PHILIPPINES, INC. is seeking an IT Service Management (ITSM) Manager to oversee incident and problem management, service requests, and reporting across internal teams and service providers.

The role emphasizes ownership of issues from start to resolution with strong stakeholder coordination. The ideal candidate has 5–7 years in ITSM or related roles, a bachelor’s degree in IT/CS/Business, and will operate in a hybrid setup in Quezon City with a night shift schedule.

Qualifications

• Bachelor’s degree in IT, Computer Science, Business, or related field.
• 5–7 years of experience IT Service Management Manager or any relevant role.
• Exposure in IT Service Management, Service Delivery, or IT Operations environment.
• Hands-on leadership in Major Incident Management and service restoration.
• Proven experience handling incidents, escalations, and resolution activities.
• Strong background in Problem Management, RCA, and corrective actions.
• Working experience managing Service Requests and SLA compliance.
• Skilled in Service Reporting, SLA/KPI tracking, and service performance.
• Ability to lead internal teams and service providers toward service improvement.

Responsibilities

• Oversee IT service management activities across internal teams and providers.
• Focus on incident and problem management, service requests, reporting, and overall service performance.
• Lead service improvement initiatives and ensure timely resolution of issues.

Skills

Incident management

Problem management

Service delivery

Stakeholder management

Leadership

SLA tracking

Service reporting

Cross-functional coordination

Education

Bachelor's degree in IT/CS/Business

Job description

ACCION LABS PHILIPPINES, INC. is seeking an IT Service Management (ITSM) Manager to oversee incident and problem management, service requests, and reporting across internal teams and service providers.

The role emphasizes ownership of issues from start to resolution with strong stakeholder coordination. The ideal candidate has 5–7 years in ITSM or related roles, a bachelor’s degree in IT/CS/Business, and will operate in a hybrid setup in Quezon City with a night shift schedule.