Strategic Service Architect for ESM Platform

Hoya; Makati; On-site; PHP 1,500,000 - 2,200,000; Full time

Job summary

Hoya in Makati, Philippines, seeks a Service Architect to design, govern, and optimize Enterprise Service Management services. You will align services with business goals, ensure reliability, and drive continuous improvement across architecture, delivery, and support teams.

You will define standards for the ESM platform, monitor health via SLAs/KPIs, manage the service lifecycle, and champion regulatory compliance with risk management.

Qualifications

• Bachelor's degree in IT, CS or related field.
• Minimum 5-7 years experience in IT service management or architecture, with ESM focus.

Responsibilities

• Define and maintain service architecture standards for the ESM platform, ensuring alignment with business strategy and future needs.
• Collaborate with stakeholders to design and evolve services that deliver long-term business value and support transformation objectives.
• Integrate service design principles into solution development and delivery processes.
• Monitor service health by tracking incidents, problems, and availability to maintain operational stability.
• Drive proactive measures to prevent service degradation and ensure resilience.
• Oversee planning, maintenance, upgrades, and retirement of services in alignment with business priorities.
• Validate operational readiness for new or reimagined services before go-live.
• Develop and execute transition plans to move services from project delivery into BAU support structures.
• Work closely with operations, technical support, and vendors to resolve issues and maintain service continuity.
• Act as a trusted advisor to business stakeholders, ensuring service capabilities support transformation objectives.
• Facilitate communication between architecture, delivery, and support teams to ensure seamless service integration.
• Ensure adherence to regulatory, security, and governance standards across all services.
• Maintain accurate documentation of service architecture, processes, and compliance requirements.
• Assess and mitigate risks associated with service changes and new implementations.
• Identify opportunities for AI optimization and implement enhancements to improve service quality and efficiency.
• Champion user-centric service experience and advocate for innovation in service delivery.
• Stay informed on industry best practices and emerging technologies to future-proof services.

Skills

ITIL v4

Service performance management

Regulatory compliance

Cross-cultural communication

Stakeholder management

Analytical thinking

Communication skills

Problem solving

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

BMC Helix

Job description

Hoya in Makati, Philippines, seeks a Service Architect to design, govern, and optimize Enterprise Service Management services. You will align services with business goals, ensure reliability, and drive continuous improvement across architecture, delivery, and support teams.

You will define standards for the ESM platform, monitor health via SLAs/KPIs, manage the service lifecycle, and champion regulatory compliance with risk management.