ITSM Specialist

Hammerjack Pty Ltd; Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an ITSM Specialist to govern IT Service Management processes across the SSC Tech Services organization. You will own ITSM policies, ensure service quality, and drive improvements aligned with ITIL standards and business expectations.

The role bridges service operations, service delivery, and business stakeholders while advancing service maturity and customer satisfaction. Leadership experience and strong analytics are required to drive change globally.

Qualifications

• 5–8 years of ITSM, Service Delivery, or IT Operations experience.
• At least 2–3 years of leadership experience.
• Experience in an international and multicultural environment.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead the governance, implementation, and continuous improvement of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
• Own and maintain ITSM policies, standards, procedures, workflows, and operating models.
• Drive adherence to SLA, OLA, KPI, and service performance targets.
• Prepare executive dashboards, service reviews, and operational performance reports.
• Lead continual service improvement programs and process maturity initiatives including ITIL and CMMI alignment.
• Govern CMDB integrity, configuration item relationships, and audit readiness activities.
• Partner with Service Delivery Managers, Service Line Leads, and Business Stakeholders to improve service outcomes.
• Identify automation opportunities utilizing AI, Copilot, workflow automation, and self-service capabilities.
• Support service transition, onboarding of new services, and operational readiness activities.
• Lead, coach, and mentor ITSM Analysts and process owners.

Skills

ITIL 4

Incident management

Problem management

Change management

SLA/OLA governance

Stakeholder management

Process improvement

Leadership

Analytics

Communication

Tools

ITSM tools

Power BI

Excel

Job description

Looking for an ITSM Specialist to lead and govern IT Service Management processes across the SSC Tech Services organization. As a member of the Tech Services organization, the ITSM Specialist will act as the process owner for ITSM practices, ensuring service quality, operational excellence, compliance, and continuous improvement aligned with ITIL standards and business expectations. The role will serve as the bridge between service operations, service delivery, and business stakeholders while driving service maturity and customer satisfaction.

PRIMARY RESPONSIBILITIES

Lead the governance, implementation, and continuous improvement of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.

Own and maintain ITSM policies, standards, procedures, workflows, and operating models.

Drive adherence to SLA, OLA, KPI, and service performance targets.

Prepare executive dashboards, service reviews, and operational performance reports.

Lead continual service improvement programs and process maturity initiatives including ITIL and CMMI alignment.

Govern CMDB integrity, configuration item relationships, and audit readiness activities.

Partner with Service Delivery Managers, Service Line Leads, and Business Stakeholders to improve service outcomes.

Identify automation opportunities utilizing AI, Copilot, workflow automation, and self-service capabilities.

Support service transition, onboarding of new services, and operational readiness activities.

Lead, coach, and mentor ITSM Analysts and process owners.

PRIMARY TECHNICAL AND FUNCTIONAL ABILITIES

Expert knowledge of ITIL 4 principles and practices.

Strong experience in Incident, Problem, Change, Request, CMDB, and Knowledge Management.

Experience with Help Desk Advanced (HDA), Service Desk platforms, or equivalent ITSM tools.

KPI, SLA, and service reporting management.

Process governance, audit readiness, and compliance management.

Power BI, Excel, and reporting analytics capabilities.

Service transition and operational readiness management.

Continuous Improvement, Lean, and Process Maturity methodologies.

BEHAVIOR ABILITIES

5–8 years of ITSM, Service Delivery, or IT Operations experience.

At least 2–3 years of leadership experience.

Self-motivated and driven to improve service quality.

Experience in an international and multicultural environment.

Strong stakeholder management and communication skills.

Customer-service oriented with a continuous improvement mindset.

Leadership and entrepreneurship.

Ability to influence and drive change across teams.

Strong analytical, organizational, and problem-solving skills.

Ability to understand business constraints and translate them into operational improvements.