Software AND APPLICATIONS MANAGER

Infosys Limited; Santo Niño 1st; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

Infosys Limited in the Philippines seeks an experienced IT Service Delivery professional to oversee end-to-end service delivery across service lines and ServiceNow Operations. The role focuses on SLA/KPI adherence, governance, and continuous improvement.

You will coordinate major incidents, drive service reviews, and ensure audit-ready documentation while partnering with senior leadership on transformation initiatives.

Qualifications

• Degree in Information Technology, Engineering, or related discipline.
• 15+ years of experience in IT Service Management or Service Delivery.

Responsibilities

• Own day-to-day service delivery across service lines and ServiceNow Operations.
• Provide operational oversight for Incident, Problem, Change, Request, Asset, and Configuration Management processes.
• Lead Major Incident (P1/P2) management including stakeholder communication, escalation, RCA, and preventive actions.
• Plan, lead, and conduct regular service reviews with client and internal leadership.
• Drive CSI initiatives based on performance trends, RCA outcomes, and customer feedback.
• Oversee ServiceNow BAU operations, data quality, and executive reporting.

Skills

Incident management

Problem management

Change management

Service delivery

Leadership

Stakeholder management

Education

Degree in IT or Engineering

15+ years ITSM experience

Tools

ServiceNow

Job description

Key Responsibilities:

• End‑to‑end service delivery across service lines, CFS, PMO and ServiceNow Operations, ensuring consistent SLA/KPI adherence and service stability.
• Operational governance over Incident ,Problem, Change, Request, Asset, and Configuration Management processes.
• Major Incident (P1/P2) management leadership support, including escalations, stakeholder communications, RCA execution, and preventive actions.
• Structured service governance through periodic operational reviews, monthly and quarterly service delivery review switch client and internal leadership.
• Continual Service Improvement (CSI)initiatives using service performance trends, RCA insights, and customer feedback to improve service quality and efficiency.
• ServiceNow BAU operations, enhancements ,data quality, platform stability, and executive reporting dashboards.
• Compliance with governance, audit, BCM, and ITDR requirements, maintaining audit‑ready documentation and evidence.
• Support service transformation initiatives, including process standardization, automation, and operational optimization, in partnership with senior leadership.

Detailed Job Description :

Service Delivery & Operations

• Own day‑to‑day service delivery across service lines and ServiceNow Operations, ensuring alignment with agreed SLAs, KPIs, and service commitments.
• Provide operational oversight for Incident, Problem, Change, Request, Asset, and Configuration Management processes.
• Lead and coordinate Major Incident (P1/P2) management, including stakeholder communication, escalation, root cause analysis (RCA), and preventive actions.

Service Review, Governance & Continual Improvement

• Plan, lead, and conduct regular service review meetings, including:
• Periodic operational review meetings
• Monthly and Quarterly service delivery review meetings with client and internal leadership
• Review service performance, SLA/KPI results, risks, issues, and improvement actions, ensuring outcomes and actions are clearly tracked and closed.
• Drive Continual Service Improvement (CSI) initiatives based on service performance trends, RCA outcomes, customer feedback, and operational insights.
• Support Change Advisory Board (CAB), governance forums, and service assurance reviews.

Service Now Platform & Reporting

• Oversee ServiceNow BAU operations, minor enhancements, data quality, and platform stability.
• Ensure timely, accurate operational, management, and executive reporting including dashboards and performance metrics.
• Use ServiceNow data and analytics to identify service improvement, automation, and optimization opportunities.

Governance, Risk & Business Continuity

• Ensure services are delivered in compliance with governance frameworks, audit requirements, and internal controls.
• Oversee BCM and IT Disaster Recovery (ITDR) operational readiness, testing coordination, and reporting.
• Maintain audit‑ready documentation and service evidence across all service domains.

Stakeholder& Team Management

• Act as the primary operational point of contact for internal stakeholders, vendors, and all service line teams.
• Provide leadership, direction, and performance oversight for service lines, and ServiceNow Operations teams.
• Support service onboarding, transition, and stabilization into BAU operations.

Transformation& Operational Excellence

• Support service transformation initiatives including process standardization, automation, and service optimization.
• Work closely with the 5improvement initiatives while ensuring strong operational execution.

Key Performance Indicators (KPIs)

• SLA and KPI compliance across service domains
• Effectiveness of service reviews and action closure rateMajor incident resolution effectiveness and RCA completion
• Continual Service Improvement initiatives delivered and benefits realized
• ServiceNow operational stability and reporting accuracy
• BCM / ITDR readiness and audit outcomes

Educational Qualification:

• Degree in Information Technology, Engineering, or related discipline.
• 15+ years of experience in IT Service Management or Service Delivery roles.