ITSM Specialist

Hammerjack Pty Ltd; Muntinlupa; Hybrid; PHP 900,000 - 1,800,000; Part time

Job summary

Hammerjack Pty Ltd is seeking an ITSM Specialist to lead ITIL-aligned service management across the SSC Tech Services organization. You will own process governance for Incident, Problem, Change, and CMDB, driving maturity, performance, and stakeholder satisfaction.

You will coach teams, ensure policy compliance, and identify automation opportunities with AI and workflow tools, while reporting performance through dashboards and reviews.

Qualifications

• Expert knowledge of ITIL 4 principles and practices.
• Strong experience in Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Experience with Help Desk platforms or equivalent ITSM tools.
• KPIs, SLAs, and service reporting management.
• Process governance, audit readiness, and compliance management.
• Proficient in reporting analytics using Power BI and Excel.
• Continuous Improvement, Lean, and Process Maturity methodologies.

Responsibilities

• Lead governance, implementation, and continuous improvement of ITSM processes: Incident, Problem, Change, Request, Knowledge, CMDB.
• 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 reports.
• Lead service maturity initiatives including ITIL/CMMI alignment.
• Govern CMDB integrity, relationships, and audit readiness.
• Partner with Service Delivery Managers and stakeholders to improve outcomes.
• Identify automation opportunities using AI, Copilot, workflows, and self-service.
• Support service transition and onboarding of new services.
• Mentor ITSM Analysts and process owners.

Skills

ITIL 4

Incident Management

Problem Management

Change Management

Configuration Management

Knowledge Management

Service Level Management

Service Reporting

KPI Tracking

CMDB Governance

Power BI

Excel

ITSM Tooling

Tools

Power BI

Excel

Help Desk Platforms

Job description

Work Arrangement: Independent Contract

Work Setup: Hybrid (3x onsite, 2x WFH)

Work Schedule: Mid-shift

Our company is 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.

SECONDARY TECHNICAL ABILITIES

• AI and Automation platforms (Copilot, Power Automate, Chatbots)
• Project Management and PMO practices
• CMMI for Services exposure
• Infrastructure and Application support lifecycle understanding

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.

KEY SUCCESS METRICS

• SLA Compliance
• Major Incident Resolution Performance
• Customer Satisfaction (CSAT)
• Problem Recurrence Reduction
• CMDB Accuracy
• Process Maturity Improvements
• Automation Adoption and Efficiency Gains