ITSM SLA & Reporting Lead

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.

Responsibilities

• Drive delivery of reporting and SLA requirements.
• Develop Service Delivery Dashboards for IT stakeholders.
• Create and maintain the SLA policy manual.

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

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.