Night-Shift ITSM Manager: Incident & Service Improvement

ACCION LABS PHILIPPINES, INC.; Quezon City; On-site; PHP 1,674,000 - 2,009,000; Full time

Job summary

ACCION LABS PHILIPPINES, INC. is seeking an experienced ITSM Manager to oversee IT Service Management operations and ensure the effective delivery, performance, and continuous improvement of IT services.

The role will manage service processes and resolve critical incidents. Key responsibilities include leading Major Incident Management, Incident Management, Problem Management, and Service Request Management; monitoring IT service reports and SLA compliance; coordinating with technical teams,

Qualifications

• At least 6 years of ITSM leadership experience.
• Strong ITIL/ITSM framework knowledge and application.
• Willing to work night shift and coordinate multiple teams.

Responsibilities

• Lead Major Incident Management and ensure timely resolutions.
• Oversee Incident, Problem, and Service Request Management processes.
• Monitor service performance, SLAs, and KPIs; prepare IT service reports.
• Coordinate with technical teams, stakeholders, and vendors to ensure service delivery.
• Drive continuous improvement of ITSM processes and operational standards.

Skills

Major Incident Management

Incident Management

Problem Management

Service Request Management

Leadership

Communication

ITIL/ITSM

Stakeholder Management

Job description

ACCION LABS PHILIPPINES, INC. is seeking an experienced ITSM Manager to oversee IT Service Management operations and ensure the effective delivery, performance, and continuous improvement of IT services.

The role will manage service processes and resolve critical incidents. Key responsibilities include leading Major Incident Management, Incident Management, Problem Management, and Service Request Management; monitoring IT service reports and SLA compliance; coordinating with technical teams,