ITSM Process Lead: Major Incident & Change

Booth; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Booth is seeking an ITSM Process Specialist to oversee ITIL-aligned processes within the Managed Services unit and client accounts. The role emphasizes major incident and change management, process maturity, and continual service improvement, serving as a primary customer-facing contact.

You will drive end-to-end incident resolution, govern CI data, and collaborate with internal teams and clients to align service delivery with contractual commitments and performance metrics.

Qualifications

• ITSM experience with ITIL framework and Major Incident/Change Management.
• Proven incident handling and RCA investigations.
• Strong communication and client engagement skills across stakeholders.
• Experience with ServiceNow and MS 365 suite.
• ITIL Foundation certification and IT degree or equivalent experience.

Responsibilities

• Major Incident & Incident Management: drive end-to-end resolution, RCA investigations and cross-team coordination.
• Change & Configuration Management: govern change workflows and CI data integrity.
• Process Governance & Maturity: support ITSM processes and onboarding for new contracts.
• Reporting & CSI: produce service metrics and drive continual service improvement.
• Stakeholder & Client Engagement: maintain strong client relationships and align with contracts.

Skills

ITSM Experience

Incident Handling

Communication & Engagement

ServiceNow Platform

MS 365 Proficiency

Education

IT degree or equivalent IT experience

ITIL Foundation certification

Tools

ServiceNow

MS 365 (Word/Excel/PowerPoint/SharePoint)

Job description

Booth is seeking an ITSM Process Specialist to oversee ITIL-aligned processes within the Managed Services unit and client accounts. The role emphasizes major incident and change management, process maturity, and continual service improvement, serving as a primary customer-facing contact.

You will drive end-to-end incident resolution, govern CI data, and collaborate with internal teams and clients to align service delivery with contractual commitments and performance metrics.