Role Overview
Reporting directly to the ITSM Manager, the Associate ITSM Lead functionally supports the ITSM Lead in executing day-to-day governance, compliance, and service management activities across SQO. The role provides operational depth and continuity across the Lead's domain—Process Governance, ITSM Tooling, Documentation Standards, Change & Incident Oversight, and Reporting Integration—while serving as a trained backup during the Lead's absence. The Associate ITSM Lead partners closely with the ITSM Lead on execution while remaining directly accountable to the ITSM Manager for delivery, quality, and adherence to SQO standards.
Key Responsibilities
1. Operational Support & Governance Execution
- Execute governance, compliance, and service management tasks delegated by the ITSM Manager, in coordination with the ITSM Lead.
- Provide functional support across the ITSM Lead's domain to ensure operational continuity and consistent delivery.
- Act as the trained backup/deputy for the ITSM Lead during absence, ensuring uninterrupted governance coverage.
- Attend operational reviews, stand-ups, and escalation bridges as required; capture actions and drive follow-through.
- Escalate risks, blockers, and process deviations to the ITSM Manager and ITSM Lead in a timely, structured manner.
2. ITSM Process & Documentation Support
- Assist in the deployment, adoption, and continuous improvement of ITIL-aligned processes (Incident, Change, Problem Management).
- Author, review, and maintain SOPs, escalation flows, and process guides in Confluence to the standards defined by the ITSM Lead.
- Track documentation coverage (required vs. published pages), flag gaps, and drive them to completion.
- Support process owners with onboarding materials, walk-throughs, and Day Zero readiness content.
3. Compliance Monitoring & Communication
- Monitor compliance and acknowledgment tracking across teams; follow up on outstanding items until closure.
- Maintain and update RACI matrices, distribution lists, and formal communication artifacts under the ITSM Lead's direction.
- Reinforce structured, auditable information flows and discourage reliance on informal channels.
- Prepare compliance status summaries and exception reports for management review.
4. Cross-Functional Coordination
- Coordinate day-to-day touchpoints between Change, Incident, Problem, and Reporting functions to support SLA adherence and clean escalations.
- Support Jira Service Management Confluence alignment, ensuring workflows, queues, and knowledge articles remain accurate and in sync.
- Assist QA activities through process adherence checks and dashboard/data integrity verification.
- Facilitate meeting logistics, agendas, minutes, and action tracking for SQO-led forums.
5. Continuous Improvement & Reporting
- Surface automation opportunities, dashboard enhancements, and workflow optimizations for the ITSM Lead's review.
- Support audit readiness, service reviews, and post-incident analyses by preparing evidence, artifacts, and timelines.
- Produce recurring operational reports (compliance, documentation maturity, action tracker status) for the ITSM Manager.
- Contribute to lessons-learned and knowledge-sharing sessions within SQO.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Engineering, or Business Management (technical background preferred).
- ITILv4 Foundation Certification required; higher ITIL modules are an advantage.
- 2 to 4 years of experience in ITSM operations, service desk, service quality, or IT governance support roles.
- Strong coordination and follow-through skills, with the ability to manage multiple concurrent workstreams.
- Meticulous documentation, compliance, and process discipline; strong attention to detail.
- Working knowledge of IT infrastructure, networking, and service delivery workflows.
- Hands-on experience with Jira Service Management and Confluence; comfortable maintaining structured documentation frameworks.
- Clear written and verbal communication; able to engage confidently with technical and business stakeholders.
- Collaborative disposition—works effectively as a functional partner to the ITSM Lead while remaining accountable to the ITSM Manager.
- The vacancy is based in Davao City.
