ITSM Process Lead – ITIL & ServiceNow Expert

Booth; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Data#3 in Makati, Philippines, seeks an ITIL Process Lead to govern ITIL-aligned processes across the Managed Services business, including Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management.

You will drive process maturity, deliver operational metrics, educate owners, and coordinate root-cause analysis with clients and vendors to ensure CSI and ongoing improvement.

Qualifications

• Proven ITSM process management experience following ITIL framework.
• Experience in process deployment and continual service improvement.
• Recent exposure to ServiceNow is desirable.
• ITIL v3 Foundation certification minimum.

Responsibilities

• Operate, manage, and govern ITIL core processes across units.
• Embed processes with MS delivery with stakeholders.
• Provide operational reporting and CSI activities.
• Coordinate root cause analysis and problem resolution with internal/external teams.
• Maintain process documentation for training.
• Identify continuous improvement opportunities.

Skills

Communication

Relationship mgmt

Multi-tasking

Adaptability

Self-driven

MS365

Education

University degree in IT

Tools

ServiceNow

Job description

Data#3 in Makati, Philippines, seeks an ITIL Process Lead to govern ITIL-aligned processes across the Managed Services business, including Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management.

You will drive process maturity, deliver operational metrics, educate owners, and coordinate root-cause analysis with clients and vendors to ensure CSI and ongoing improvement.