Service Operations Program Specialist

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

Essential Duties and 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 (related to 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.

Qualifications:

• 8+ years of experience in IT Operations, Service Delivery, Technical Account Management, Program Management, or Service Management
• Experience supporting U.S.-based organizations
• Experience with Incident, Change, Release, or Service Management processes
• Strong written and verbal communication skills
• Experience creating executive-level reporting and presentations
• Ability to coordinate cross-functional teams and initiatives
• Strong organizational and documentation skills
• Ability to work US Pacific Time business hours (flexibility in hours depending on change, release and incident workflows)

Other Qualifications:

• ITIL Foundation
• Strong written and verbal English
• Business Continuity Management expertise
• Smartsheet, Salesforce, or CRM experience. Preferred but not required.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.