Service Management Specialist | Makati City

Private Advertiser; Makati; Hybrid; PHP 469,000 - 737,000; Full time

Benefits offered by this job

Competitive salary package

Hybrid work setup

Cross-functional collaboration with IT

Job summary

Private Advertiser in Makati, Philippines, is seeking a Service Management Specialist to support IT service management processes, ensure service quality, and coordinate with internal teams to resolve service-related concerns.

The role emphasizes ITIL/ITSM practices, incident and service request management, and delivery of metrics and reports. You will collaborate with cross-functional teams and stakeholders to drive service improvements in a hybrid work setup.

Qualifications

• Bachelor's degree in IT, CS, Business or related field.
• Experience in ITSM, IT Operations or Service Delivery.
• Knowledge of ITIL/ITSM processes and best practices.
• Experience with incidents, service requests, problems and SLAs.
• Strong communication and stakeholder management skills.
• Analytical and problem-solving abilities.
• Experience with ITSM tools such as ServiceNow or similar is advantageous.

Responsibilities

• Monitor and manage IT service requests, incidents, and service-related activities.
• Coordinate with technical teams and stakeholders to resolve issues promptly.
• Support ITSM processes and service improvement initiatives.
• Prepare and maintain service reports, dashboards, and performance metrics.
• Monitor service levels and ensure SLA compliance.
• Identify recurring issues and opportunities for process improvement.
• Coordinate service reviews and provide updates to stakeholders.

Skills

IT service management

Stakeholder management

Communication skills

Analytical thinking

Problem solving

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Job description

About the role

We are looking for a Service Management Specialist to support IT service management processes, ensure service quality, and coordinate with internal teams and stakeholders to resolve service-related concerns.

Key responsibilities

• Monitor and manage IT service requests, incidents, and service-related activities.
• Coordinate with technical teams and stakeholders to ensure timely resolution of issues.
• Support IT Service Management (ITSM) processes and service improvement initiatives.
• Prepare and maintain service reports, dashboards, and performance metrics.
• Monitor service levels and ensure compliance with agreed SLAs.
• Assist in identifying recurring issues and opportunities for process improvement.
• Coordinate service reviews and provide updates to relevant stakeholders.

About you

• Bachelor's degree in IT, Computer Science, Business, or a related field.
• Experience in IT Service Management, IT Operations, Service Delivery, or a related role.
• Familiarity with ITIL/ITSM processes and service management best practices.
• Experience working with incidents, service requests, problems, and SLAs.
• Strong communication, coordination, and stakeholder management skills.
• Good analytical and problem-solving abilities.
• Experience with ITSM tools such as ServiceNow or similar platforms is an advantage.

Benefits

• Competitive salary package
• Hybrid work setup
• Opportunity to work with cross-functional and technology teams
• Career growth and professional development opportunities