Senior Manager, Global IT Service Delivery

Michael Page; Philippines; On-site; PHP 2,600,000 - 3,250,000; Full time

Job summary

Michael Page is seeking a Senior Manager, IT Service Management in the Philippines to lead global ITSM strategy and drive ServiceNow transformation initiatives. The role provides direct access to senior leadership with a high-impact people leadership scope.

You will oversee IT service management operations, Service Desk, ITIL process implementation, and use ServiceNow to track performance. Monitor SLA compliance, foster continuous improvement, and collaborate with vendors to ensure high-quality

Qualifications

• Strong knowledge of ITIL practices and their application in IT service management.
• Proficiency in using and managing ServiceNow for service delivery operations.
• Experience in managing service desk operations and incident management processes.
• Proven ability to lead and develop teams effectively.
• Skills in vendor management and SLA governance.
• A track record of driving continuous improvement in IT service delivery.

Responsibilities

• Lead IT service management operations, ensuring alignment with organisational goals and objectives.
• Oversee Service Desk operations, ensuring timely and effective resolution of incidents and requests.
• Manage the implementation and optimisation of ITIL processes and best practices.
• Utilise ServiceNow to track and improve service delivery and performance.
• Monitor and enforce SLA compliance across all IT services and vendors.
• Foster a culture of continuous improvement in service delivery and incident management processes.
• Provide leadership and guidance to the IT service management team, promoting professional development.
• Collaborate with vendors and stakeholders to ensure high-quality service delivery.

Skills

ITIL knowledge

Incident management

Leadership

Vendor management

SLA governance

Continuous improvement

Service delivery

Tools

ServiceNow

Job description

• Lead global ITSM strategy and drive ServiceNow transformation initiatives.
• Direct access to senior leadership with high-impact people leadership scope.

About Our Client

The organisation operates within the industrial and manufacturing industry.

Job Description

• Lead IT service management operations, ensuring alignment with organisational goals and objectives.
• Oversee Service Desk operations, ensuring timely and effective resolution of incidents and requests.
• Manage the implementation and optimisation of ITIL processes and best practices.
• Utilise ServiceNow to track and improve service delivery and performance.
• Monitor and enforce SLA compliance across all IT services and vendors.
• Foster a culture of continuous improvement in service delivery and incident management processes.
• Provide leadership and guidance to the IT service management team, promoting professional development.
• Collaborate with vendors and stakeholders to ensure high-quality service delivery.

The Successful Applicant

A successful Senior Manager, IT Service Management should have:

• Strong knowledge of ITIL practices and their application in IT service management.
• Proficiency in using and managing ServiceNow for service delivery operations.
• Experience in managing service desk operations and incident management processes.
• Proven ability to lead and develop teams effectively.
• Skills in vendor management and SLA governance.
• A track record of driving continuous improvement in IT service delivery.

What's on Offer

• Competitive annual salary ranging from PHP 2600000 to PHP 3250000.
• Permanent employment in the industrial and manufacturing industry.
• Opportunities to lead and make an impact in IT service management.