ITSM Process Owner

Hrtx; Taguig; Hybrid; PHP 800,000 - 1,300,000; Full time

Job summary

A leading technology firm in the Philippines is seeking an ITSM Service Level Agreement (SLA) and Reporting manager. This role involves driving the delivery of reporting and SLA requirements, developing Service Delivery Dashboards, and leading process improvements. The ideal candidate will have a Bachelor's degree in IT or a related field and 3-5 years of experience in a similar role. The position allows for a hybrid work setup, requiring onsite reporting four times a month.

Qualifications

• 3-5 years prior experience in a process ownership role or manager of a service governance organization.
• Demonstrated IT service operations management leadership in a major international service solutions provider.
• Ability to operationalize business specific processes into an ITSM support model.
• Lifecycle management of ITSM processes at enterprise level.
• Operationalize business processes into an ITSM support model.

Responsibilities

• Drive delivery of reporting and SLA requirements.
• Develop Service Delivery Dashboards for IT stakeholders.
• Create and maintain the SLA policy manual.
• Design, deliver and maintain reporting for Enterprise Technology Governance meetings.
• Oversight for the delivery of Enterprise Technology Power BI dashboards.
• Responsible for the development of quality Reporting and SLA Knowledge articles.
• Engage with the customer community via outreach programs for technology awareness and IT communications.
• Drive the development of SMART metrics to measure service quality and identify improvement areas.
• Expand communication across the group with a consistent ITSM messaging.

Skills

Process ownership

Communication

Project management

Operational excellence

IT service operations management

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Power BI

Job description

The ITSM Service Level Agreement (SLA) and Reporting manager is responsible for the requirement gathering, oversight of development, management of communication, maintaining of SLA and reporting definitions and delivery of inputs to Service Governance meetings. This role requires a highly self-motivated independent thinker to look outside the box for answers. The individual will need to work with operational and management teams across Enterprise Technology. This role will require the necessary skills to lead meetings, create presentations, document requirements, manage expectations and deliverables to defined timelines.

The Role

• Drive the delivery of Enterprise Technology reporting and service level agreement requirements
• Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
• Create and maintain the Reporting and Service Level Agreement (SLA) policy manual
• Design, deliver and maintain the ownership of reporting for defined Enterprise Technology Governance meetings
• Oversight for the delivery of Enterprise Technology Power BI dashboards
• Responsible for the development of quality Reporting and SLA Knowledge articles
• Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
• Drive the development of SMART metrics from standardized processes to measure quality of service and identify areas which need improvement
• Expand communication across the group to better inform the colleague community with a consistent story using our ITSM framework.
• Engage in driving standardized ITSM processes to enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements

The Requirement

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 3-5 years prior experience in a process ownership role or manager of a service governance organization
• Previously led horizontal organization responsible for the development, revision, and execution of operational level ITSM processes
• Lifecycle management of ITSM processes at the enterprise level
• Ability to operationalize business specific processes into an ITSM support model
• Retain neutral position during process design, revision, and continuous improvement
• Lead process owners to ensure completeness, accuracy, and quality of ITSM processes
• Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
• Ability to quickly understand the applicability of industry best practices at the organization and tower level.
• Experience leading a managing ITSM processes in a matrixed management environment.
• Demonstrated ability to apply governance, regulatory / legal, and financial constraints to enterprise service management.
• Balance the interest of the enterprise and operational design in continuous improvement activities.
• Prior experience working in a hybrid support model with portion outsourced and portion insourced.

Work setup: Hybrid, 4x a month reporting onsite

Interested applicants may directly apply on this job post or send in their updated CV via [[e-mail]].