Head of Service Management

The Service Management Head is a senior leadership role responsible for overseeing the strategic planning, implementation, and continuous improvement of IT service management (ITSM) across the IT organization. This role ensures that IT services are aligned with business objectives, delivered efficiently, and meet the highest standards of quality and customer satisfaction. Primary role is to lead a team of IT service professionals, manage vendor relationships, and drive the adoption of best practices and frameworks such as ITIL.

DUTIES AND RESPONSIBILITIES

1. Acts and is recognized as the customer focal point for all aspects of IT service management and processes.

2. Responsible for the delivery of all IT services to the customer according to Service Level Agreement and ensuring

optimum performance / quality

3. Manages the virtual team (direct and indirect) responsible for delivering IT operations to customer

4. Ensures customer satisfaction through the efficient and effective delivery of contracted services to the customer.

5. Strategic Leadership

a. Develop and execute the IT service management plan and strategy in alignment with the organization's

overall business goals.

b. Define and communicate the vision, mission, and objectives for IT service management.

c. Drive the adoption of IT service management best practices, frameworks, and standards (e.g., ITIL, ISO

20000).

6. Service Management and Operations

a. Oversee the delivery of IT services, ensuring they meet or exceed agreed service levels (SLAs) and key

performance indicators (KPIs).

b. Ensure the availability, reliability, and performance of IT systems and services.

c. Monitor and manage the performance of IT service management, identifying and resolving issues promptly.

d. Foster a culture of continuous improvement, collaboration, and high performance within the IT service operations.

e. Conduct regular service performance reviews and provide feedback to stakeholders.

7. Incident, Problem, and Change Management

a. Oversee the incident management process, ensuring timely resolution of incidents and minimizing impact on

business operations.

b. Lead problem management activities to identify root causes of recurring issues and implement permanent

solutions to avoid reoccurrence of service impacting incidents.

c. Manage the change management process, ensuring that changes to IT services are planned, tested, and

implemented with minimal disruption.

8. Service Improvement and Innovation

a. Identify opportunities for service improvement and implement best practices to enhance service quality and

efficiency.

b. Conduct regular service reviews and audits to assess performance and identify areas for improvement.

9. Vendor and Partner Management:

a. Manage relationships with third-party vendors and service providers, ensuring they deliver on their

commitments and meet SLAs.

b. Participate during contracts reviews and agreements with vendors to ensure cost-effective and high-quality

service delivery.

10. Budget and Financial Management:

a. Develop and manage the IT service management budget, ensuring cost-effective use of resources.

b. Monitor and control expenditures related to IT services, identifying opportunities for cost savings.

11. Compliance and Security:

a. Ensure IT services comply with relevant regulations, standards, and security policies.

b. Collaborate with the IT security team to implement and maintain robust security measures for IT services.

QUALIFICATIONS AND SKILLS

• Bachelor's degree in Information Technology, Computer Science, or a related field. A Master's degree is preferred.
• Must be willing to work on-site daily in Pasay City.
• ITIL certification (preferably ITIL 4 Managing Professional or Strategic Leader) is highly desirable.
• Additional certifications such as ISO 20000, COBIT, or PMP are a plus.
• Good oral and written communication skills and the ability to work well with people at all levels
• +10 years in IT service management or a similar role, with at least 5 years in a senior leadership position.
• Strong experience in managing IT service delivery, including incident, problem, and change management.
• Experience leading and developing large IT teams.
• Experience with IT service management tools (e.g., ManageEngine, JIRA, ServiceNow, Remedy).
• Must be able to work quickly and methodically; problem solver
• Customer focused; a positive, take-charge attitude
• Strong computer, analytical and organizational skills
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.
• Strong understanding of IT infrastructure, systems, and applications.
• Knowledge of IT security best practices and compliance requirements.
• Strategic thinking and vision.
• Customer-focused mindset.
• Strong organizational and project management skills.
• Ability to drive continuous improvement and innovation.
• Effective decision-making and problem-solving skills.