Senior ITSM & Service Excellence Consultant

NRI Australia & New Zealand; Taguig; On-site; PHP 1,116,000 - 2,009,000; Full time

Job summary

NRI Australia & New Zealand is seeking an experienced IT Service Management leader to oversee delivery across managed services, driving incident, problem and knowledge management to improve service outcomes. The role emphasizes stakeholder management, governance, and continual service improvement.

You will coordinate RCA workshops, manage service delivery across teams and vendors, and ensure adherence to SLAs, OLAs, and KPIs while enabling shift-left and knowledge reuse.

Qualifications

• Experience overseeing IT service delivery in managed services or large organizations.
• Ability to manage Incident, Problem and Knowledge Management end-to-end.
• Strong analytical and problem-solving skills with stakeholder influencing ability.
• Familiarity with RCA techniques (5 Whys, Ishikawa, Kepner-Tregoe) and service governance.

Responsibilities

• Oversee delivery of IT services in a managed service environment, ensuring performance and resilience.
• Lead Incident, Problem and Knowledge Management activities and drive continuous improvement.
• Coordinate RCA sessions, report findings and implement timely technical actions.
• Collaborate with Service Desk, vendors, and customers to meet SLAs and contractual obligations.

Skills

Incident Management

Problem Management

Knowledge Management

Stakeholder management

Root Cause Analysis

ServiceNow

Tools

ServiceNow

Job description

NRI Australia & New Zealand is seeking an experienced IT Service Management leader to oversee delivery across managed services, driving incident, problem and knowledge management to improve service outcomes. The role emphasizes stakeholder management, governance, and continual service improvement.

You will coordinate RCA workshops, manage service delivery across teams and vendors, and ensure adherence to SLAs, OLAs, and KPIs while enabling shift-left and knowledge reuse.