Manager, IT Service Management

Aurecon; Metro Manila; On-site; PHP 1,300,000 - 2,300,000; Full time

Job summary

Aurecon is seeking a Manager, IT Service Management in Metro Manila to lead design and transition of services from projects into live operations. You will collaborate with project teams, service owners, and operations to ensure high-quality, cost-effective delivery and continual improvement.

The role requires 7+ years in ITSM or service delivery with 5+ years in leadership, strong ITIL v4 and process-improvement experience, and a track record in service design and transition.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline.
• Minimum 7 years in IT service management or service delivery.
• Minimum 5 years in leadership roles.
• Strong experience in Service Design & Transition and Service Lifecycle execution.
• Experience in Release Management.
• Preferably certified in ITIL v4 Foundation (higher certifications advantageous).
• Lean Six Sigma or any certification on process improvement.
• Experience in Squad continuous delivery model is preferred.

Responsibilities

• Design and transition of new and changed services and the many aspects required to deliver services effectively such as processes, architectures, and tools.
• Ensure services are designed and transitioned to meet stakeholder expectations for quality, cost, and timelines.
• Lead the Design and Transition pod, ensuring Service Design is embedded within Tech and services transitioned effectively.
• Managing the Design and Transition team to ensure services are provided to a consistently high standard.
• Act as process owner for Design and Transition practices of UX and Adoption, Service Level Management, Service Transition, Configuration Management, Asset Management Portal, and Process Management. Leads the team to drive continual improvement.
• Ensure our services provide an efficient customer centric delivery model, in collaboration with both internal and external service providers, develop our processes and principles with an overall aim of offering seamless support to all staff and customers, improving their experience.
• Lead the design and document operating procedures and processes for each of the service management areas, making such documents publicly available and regularly reviewed.

Skills

ITSM

Leadership

Service Design

Release Management

ITIL v4

Process Improvement

Squad CD

Education

Bachelor’s degree in IT/CS/Engineering

Job description

At Aurecon we see the future through a very different lens. Do you?

Innovation, eminence and digital are at the heart of everything we do. Are you excited about the future?

Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are.

Diversity is at the core of everything we do. We work together to create a culture based on respect, trust and inclusiveness. Our differences are what fuel our creativity.

What will you do?

The Manager, IT Service Managementwill be responsible for the design of new or changed services introduction into the live environment. Accountable for the transition of all aspects of service change deriving from projects, from the stage where it is owned fully by a project team, through transition to service management, where business as-usual services are delivered by the support groups.

This role will work closely with the project teams and the operations team (service owners, service delivery manager, L1/L2 support teams, change management and the infrastructure teams).

Here are the key things you will do to ‘bring ideas to life’.

With that purpose, high level responsibilities include (but are not limited to):

• Responsible for the design and transition of new and changed services and the many aspects required to deliver services effectively such as processes, architectures, and tools.
• Ensure services are designed and transitioned to meet stakeholder expectations for quality, cost, and timelines
• Lead the Design and Transition pod, ensuring Service Design is embedded within Tech and services transitioned effectively
• Managing the Design and Transition team to ensure services are provided to a consistently high standard
• Act as process owner for Design and Transition practices of UX and Adoption, Service Level Management, Service Transition, Configuration Management, Asset Management Portal, and Process Management. Leads the team to drive continual improvement
• Ensure our services provide an efficient customer centric delivery model, in collaboration with both internal and external service providers, develop our processes and principles with an overall aim of offering seamless support to all staff and customers, improving their experience
• Lead the design and document operating procedures and processes for each of the service management areas, making such documents publicly available and regularly reviewed.

What can you bring to the team?

Firstly, strong sense of responsibility, flexibility, and adaptability to varying request. Demonstrate excellent time management and organisational skills. And as part of a new team, you will have the opportunity to shape this role and have input into how we evolve it over time to WOW our employees and make an even bigger impact on the world. You will also need the following:

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline
• Minimum 7 years in IT service management or service delivery roles
• Minimum 5 years in leadership roles
• Strong experience in Service Design & Transition and Service Lifecycle execution
• Experience in Release Management
• Preferably certified in the following: ITIL v4 Foundation (higher certifications advantageous)
• Lean Six Sigma or any certification on process improvement
• Experience in Squad continuous delivery model is preferred

Our Aurecon Attributes describe the types of people we bring together for clients. We don’t expect you to have all eight of the attributes, but one that is unique to you.

Finally, we value that each of our team members brings something different to Aurecon. We look for people who have had a broad range of experiences throughout their career and can demonstrate how they have worked as part of a team to bring ideas to life. Does that sound like you?

About us

We’ve re-imagined engineering.

Aurecon is an engineering and infrastructure advisory company, but not as you know it!

For a start, our clients’ ideas drive what we do. Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world’s most complex challenges. And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.

We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can’t. Think engineering. Think again.

Want to know more?

You can learn more about what it’s like to work at Aurecon by visiting the careers section of our website.