ITSM Consultant (Senior Problem Manager)-Alabang

Job Summary

The ITSM Consultant is a senior practitioner responsible for the governance, measurement, operation, and continual improvement of enterprise IT Service Management processes. The consultant functions as a cross-functional leader who works alongside service owners, technology teams, and business stakeholders to improve service reliability and process execution. While it is not a direct technical role, the position requires translating business needs into well-defined requirements and partnering with technical teams to implement process-maturity, automation, analytics, and AI-enabled transformations.

Core Responsibilities

• Operates, monitors, and continually improves assigned ITSM processes to ensure consistent service-management outcomes.
• Defines and maintains process standards, controls, procedures, and governance structures.
• Evaluates current-state processes to identify opportunities that reduce manual effort, improve consistency, and strengthen controls.
• Translates operational needs into clear process and functional requirements for engineering, automation, and platform teams.
• Defines, improves, and analyzes key performance indicators (KPIs) and service-management data to uncover performance trends, process gaps, and operational risks.
• Develops actionable reporting and recommendations for ITSM leadership and stakeholders.
• Leads cross-functional workshops and improvement efforts, establishing accountability and driving action without direct reporting authority.
• Supports the organizational adoption of process changes through effective communication, training, and documentation.

Qualifications and Requirements

• Experience: Generally seven or more years in an ITSM practitioner, service-operations, or process-management role.
• Certification: ITIL Service Management Foundation certification or equivalent experience is required.
• Platform Knowledge: Working knowledge of enterprise ITSM platforms, preferably ServiceNow.
• Analytical Skills: Strong ability to interpret operational data, assess process effectiveness, and define performance measures.
• Transformation Skills: Experience identifying process inefficiencies and defining workflow, automation, analytics, or AI-enabled improvements.
• Communication & Leadership: Demonstrated capability to clearly convey complex technical information to various audiences and influence cross-functional teams without direct authority.