Service Operations & Incident Programs Lead

Support Revolution; Philippines; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

Support Revolution is seeking a senior professional to lead IT Operations and Service Delivery activities. The role focuses on incident management, change and release governance, and executive reporting across cross-functional teams.

You will coordinate CAB activities, manage calendars and documentation, and drive process improvements with Smartsheet and CRM tools while supporting leadership with operational reviews and capacity planning.

Qualifications

• 8+ years of experience in IT Operations, Service Delivery, or Service Management.
• Experience supporting U.S.-based organizations and cross-functional initiatives.
• Strong written and verbal communication skills.
• Ability to create executive-level reporting and presentations.
• Ability to coordinate cross-functional teams and maintain governance.

Responsibilities

• Coordinate major incident communications and tracking activities.
• Facilitate incident reviews and maintain incident reporting metrics.
• Coordinate Change Advisory Board (CAB) activities.
• Manage change calendars, approvals, and documentation.
• Coordinate release planning, readiness reviews, and communications.
• Manage intake requests and governance processes.
• Maintain operational dashboards and executive reporting.
• Administer Smartsheet workflows and reporting solutions.
• Support backlog management and prioritization activities.
• Create and maintain process documentation and SOPs (Service Ops).
• Coordinate cross-functional activities between business and technical teams.
• Support service operations governance and compliance initiatives.
• Identify opportunities for workflow automation and process improvement.
• Assist leadership with operational reporting, business reviews, and team expansion such as follow-the-sun incident management model.

Skills

Incident management

Change management

Release management

Program management

Service management

Executive reporting

Cross-functional coordination

Documentation

Operational governance

US Pacific Time coordination

Education

ITIL Foundation

Tools

Smartsheet

Salesforce

CRM experience

Job description

Support Revolution is seeking a senior professional to lead IT Operations and Service Delivery activities. The role focuses on incident management, change and release governance, and executive reporting across cross-functional teams.

You will coordinate CAB activities, manage calendars and documentation, and drive process improvements with Smartsheet and CRM tools while supporting leadership with operational reviews and capacity planning.