Senior IT Service Management & SLM Lead

Dayforce; Philippines; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Dayforce is seeking an IT Service Level Management Process Owner to establish and continually improve SLM across our services. You will define end-to-end services, build an SLA/OLA framework, and run governance and improvement initiatives using ServiceNow as the system of record.

Collaborating with infrastructure, workplace technology, and application teams, you will drive measurable service outcomes, develop dashboards, and lead monthly/quarterly reviews on performance, breaches, and root

Qualifications

• 5+ years in ITSM, governance, SLM.
• Experience defining IT services and SLAs/OLAs.
• Strong ITIL knowledge: SL(M) and Continual Improvement.
• Hands-on ServiceNow ITSM/ITOM.
• Strong analytical skills for data-driven insights.
• Understanding of ServiceNow ITSM capabilities.
• Excellent communication with tech and non-tech stakeholders.
• Able to work independently and in teams.
• Strong problem-solving with practical solutions.
• ITIL/ITSM certification desirable.

Responsibilities

• Define and document IT services end-to-end with scope, ownership, and boundaries.
• Maintain service taxonomy and templates.
• Build service portfolio in ServiceNow with ownership and relationships.
• Define health measures: KPIs/SLIs and customer experience.
• Design and run recurring service reviews with stakeholders.
• Create dashboards in ServiceNow/BI tools for SLA/OLA trends.
• Report on incident impact, MTTR/MTBF trends.
• Maintain continual improvement backlog and track benefits.
• Support ServiceNow configuration with platform team.
• Act as process voice-of-business for SLM requirements.

Skills

ITSM

ServiceNow

KPI/SLI

Stakeholder comms

ITIL

Tools

ServiceNow ITSM

Job description

Dayforce is seeking an IT Service Level Management Process Owner to establish and continually improve SLM across our services. You will define end-to-end services, build an SLA/OLA framework, and run governance and improvement initiatives using ServiceNow as the system of record.

Collaborating with infrastructure, workplace technology, and application teams, you will drive measurable service outcomes, develop dashboards, and lead monthly/quarterly reviews on performance, breaches, and root