Senior ITSM Transformation Lead - AI-Enabled

iQor; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

iQor is seeking a senior ITSM Consultant to lead governance, measurement, operation and continual improvement of enterprise IT Service Management processes. The role collaborates with service owners, technology teams and business stakeholders to improve service reliability, process execution and automation initiatives.

The ideal candidate translates business needs into well-defined requirements and partners with engineering and analytics teams to advance process maturity, analytics, and

Qualifications

• 7+ years in ITSM, service-operations, or process-management roles.
• ITIL Service Management Foundation certification or equivalent experience.
• Experience with enterprise ITSM platforms, preferably ServiceNow.
• Strong ability to interpret operational data, assess process effectiveness and define performance measures.
• Ability to communicate complex technical information to diverse audiences and influence cross-functional teams without direct authority.

Responsibilities

• Operates, monitors and continually improves ITSM processes to ensure consistent service-management outcomes.
• Defines and maintains process standards, controls, procedures, and governance structures.
• Evaluates current-state processes to identify opportunities to reduce manual effort and strengthen controls.
• Translates operational needs into clear requirements for engineering, automation, and platform teams.
• Defines, improves and analyzes KPIs and service-management data to uncover performance trends and risks.
• Develops actionable reporting and recommendations for ITSM leadership and stakeholders.
• Leads cross-functional workshops and improvement efforts, driving action without direct reporting authority.
• Supports organizational adoption of process changes through effective communication, training and documentation.

Skills

ITSM experience

Analytical thinking

Communication & leadership

Cross-functional collaboration

Education

ITIL Service Management Foundation certification

Tools

ServiceNow

Job description

iQor is seeking a senior ITSM Consultant to lead governance, measurement, operation and continual improvement of enterprise IT Service Management processes. The role collaborates with service owners, technology teams and business stakeholders to improve service reliability, process execution and automation initiatives.

The ideal candidate translates business needs into well-defined requirements and partners with engineering and analytics teams to advance process maturity, analytics, and