Sr. Manager, IT Service Management

Advanced Energy; Quezon City; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Advanced Energy is seeking a Sr. Manager, IT Service Management to lead the global ITSM function, delivering consistent support across offices, shared services, and manufacturing sites, aligned with business needs.

You will drive incident and request management, governance, knowledge, and reporting, partner with Infrastructure, Applications, Cybersecurity, HR, and vendors, and build a high-performing distributed team.

Qualifications

• Bachelor's degree or equivalent in IT, CS, engineering or related field.
• MBA or MIT is a plus.
• 10+ years IT experience with 3–5 years in ITSM/IT operations leadership.
• Strong ITIL, incident, change, knowledge management experience.

Responsibilities

• Lead global IT Service Management to ensure consistent IT support across AEI locations.
• Own IT service performance metrics, SLA adherence, and customer satisfaction.
• Govern ITSM processes: incident, request fulfilment, problem, change, knowledge management.
• Drive ServiceNow usage, ticket hygiene, categorization, SLA governance, and dashboards.
• Partner with Infrastructure, Applications, Cybersecurity, HR, Facilities and vendors to resolve issues.
• Build and lead a distributed, high-performing team with clear accountability.
• Support onboarding/offboarding, endpoint support, collaboration tools, and VIP support.
• Manage vendor and MSP performance and cost-effective delivery.
• Provide executive-ready updates on service delivery, risks, and improvement plans.
• Identify automation and self-service opportunities to improve user experience.

Skills

ITIL

ServiceNow

Leadership

Stakeholder communication

Incident management

Vendor management

Global team leadership

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, Business

MBA or MIT advantageous

Tools

ServiceNow

Job description

Position Title: Sr. Manager, IT Service Management

About Advanced Energy

Advanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies, along with our applications know-how, inspire close partnerships and innovation in thin-film and industrial manufacturing. We are proud of our rich heritage, award-winning technologies, and we value the talents and contributions of all Advanced Energy's employees worldwide.

Position Summary

The Sr. Manager, IT Service Management is responsible for leading Advanced Energy’s global IT service management capability, including service desk operations, incident and request management, escalation governance, knowledge management, service reporting, and continuous service improvement. This role owns the end-user service experience across corporate offices, shared services, and manufacturing sites, ensuring reliable, consistent, and measurable IT support aligned with business needs. The position partners with Infrastructure, Applications, Cybersecurity, Manufacturing IT, HR, Facilities, vendors, and business leaders to improve service quality, accelerate issue resolution, strengthen ITIL-based practices, and reduce operational disruption.

Responsibilities

• Lead the global IT Service Management function to deliver consistent, timely, and professional IT support across AE locations, business functions, and manufacturing environments.
• Own IT service performance management, including incident, request, escalation, backlog, first-contact resolution, service level attainment, user satisfaction, and operational health metrics.
• Establish, govern, and continuously improve ITSM processes, including incident management, request fulfilment, problem management, change coordination, knowledge management, service catalogue governance, and escalation models.
• Drive effective use of ServiceNow or designated ITSM platforms, ensuring ticket hygiene, accurate categorization, assignment accountability, SLA governance, queue management, dashboards, and reporting cadence.
• Partner with Infrastructure, Applications, Manufacturing IT, Cybersecurity, and business stakeholders to resolve high-impact incidents, manage recurring issues, and ensure clear communication during service disruptions.
• Build and lead a high-performing, globally distributed team through coaching, performance management, capability development, workload balancing, and clear accountability for service outcomes.
• Support onboarding, offboarding, endpoint support, collaboration tools, access coordination, VIP/executive support, and site support alignment with HR and regional IT teams.
• Manage vendor and managed service provider performance, including service quality, contract deliverables, operational reviews, escalation management, and cost-effective delivery.
• Develop and present executive-ready IT service delivery updates, including key metrics, risks, improvement plans, customer impact, and decisions required from leadership.
• Identify automation, self-service, knowledge management, and process simplification opportunities to improve user experience, reduce manual effort, and strengthen IT productivity.
• Ensure service delivery practices comply with AE policies, cybersecurity requirements, asset controls, data protection expectations, and applicable regional requirements.
• Support major IT initiatives, factory ramp readiness, infrastructure upgrades, enterprise application deployments, and business continuity activities by coordinating service readiness and support transition plans.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience required.
• With MBA or MIT has advantage.
• 10+ years of progressive IT experience, including 3–5 years in IT service management, service desk, IT operations, or service delivery leadership.
• Strong understanding of IT service management principles, ITIL practices, service desk operations, incident/request fulfilment, problem management, change coordination, and knowledge management.
• Demonstrated ability to improve service quality through metrics, root cause analysis, governance, process discipline, and continuous improvement.
• Experience with ServiceNow or comparable ITSM platforms, including dashboards, queues, SLA reporting, service catalogues, and knowledge base governance.
• Strong people leadership skills with the ability to lead global, regional, onsite, and remote support teams.
• Proven ability to manage high-priority incidents, executive escalations, service disruptions, and cross-functional resolution activities.
• Strong communication skills with the ability to engage end users, technical teams, vendors, plant leaders, and executive stakeholders.
• Experience managing vendors, managed service providers, operational reviews, service performance, and contract deliverables.
• Ability to support after-hours or weekend escalation, maintenance, or major incident coordination as required by business operations.

Preferred

• ITIL certification or equivalent IT service management certification preferred.
• PMP, Agile, Lean Six Sigma, or similar process improvement certification is an advantage.
• Experience supporting manufacturing, industrial, semiconductor, or global shared-service environments.
• Experience with automation, self-service portals, virtual agents, knowledge-centered service, or service catalogue optimization.
• Experience developing executive-level operational dashboards and business-facing service performance reports.

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees in order to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan, we offer a strong benefits package in each of the countries in which we operate.

Advanced Energy is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans, and Individuals with Disabilities.

We are committed to protecting and respecting your privacy. We take your privacy seriously and will only use your personal information to administer your application in accordance with the RA No. 10173 also known as the Data Privacy Act of 2012.