ITSM Process Lead: Major Incident & Change Mgmt

Booth & Partners; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Booth & Partners is seeking an ITSM Process Specialist to govern ITIL-aligned processes across managed services. You will drive Major Incident and Change Management, coordinate cross-team resolution, and support CSI initiatives.

The role emphasizes customer-facing engagement, process maturity, and ongoing improvements in service delivery to client accounts. Strong ITIL foundations and ServiceNow experience are highly valued.

Qualifications

• ITSM process management experience following ITIL, esp. Major Incident and Change Management.
• Experience in leading RCA investigations and incident trend analysis under pressure.
• Excellent stakeholder engagement and client-facing communication across levels.

Responsibilities

• Drive Major Incident & Incident Management end-to-end, coordinate resolution across teams.
• Govern Change & Configuration Management, maintain CI integrity and data accuracy.
• Support process governance and maturity for ITSM processes and new client contracts.
• Produce operational reports and CSI-driven improvements to service delivery.
• Engage with clients to align service delivery with contractual commitments.

Skills

ITSM Experience

Incident Handling

Communication

MS 365

ITIL

Education

IT degree

ITIL Foundation

Tools

ServiceNow

Job description

Booth & Partners is seeking an ITSM Process Specialist to govern ITIL-aligned processes across managed services. You will drive Major Incident and Change Management, coordinate cross-team resolution, and support CSI initiatives.

The role emphasizes customer-facing engagement, process maturity, and ongoing improvements in service delivery to client accounts. Strong ITIL foundations and ServiceNow experience are highly valued.