Job Description

SERVICE OWNER – PLATFORM SERVICES

Location: Parañaque City

Work Setup: Hybrid – 3 days onsite / 2 days WFH

Schedule: Shifting schedule

Employment Type: Permanent / Direct Hire

JOB SUMMARY

We are looking for an experienced IT Service Owner to oversee the end-to-end management and operational performance of IT services and enterprise applications.

The role will work closely with business and technical stakeholders to ensure service stability, performance, continuous improvement, and alignment with business requirements. The ideal candidate is self-driven, proactive, direct, and confident in communicating with different stakeholders.

KEY RESPONSIBILITIES

Own the lifecycle and operational performance of assigned IT services/applications.
Ensure effective ITIL-based management of Incident, Problem, Change, and Release Management.
Monitor and manage SLA, OLA, and KPI performance.
Coordinate service improvements, enhancements, and operational initiatives.
Work closely with business stakeholders, application teams, vendors, and technical teams.
Manage service-related escalations and ensure timely resolution of critical issues.
Support budget planning, forecasting, cost optimization, and vendor management.
Identify potential service risks and proactively address issues affecting service stability.
Ensure proper documentation, compliance, and service processes are maintained.
Develop and maintain service roadmaps aligned with business needs.
Drive continuous improvement, efficiency, and long-term service stability.

QUALIFICATIONS

Bachelor's degree in IT, Computer Science, Business, or a related field.
5+ years of experience in IT Service Management, Service Delivery, or IT Service Ownership.
Strong knowledge and practical experience with the ITIL framework.
Experience managing Incident, Problem, Change, and Release Management.
Strong experience with SLA, OLA, KPI, and service performance management.
Experience with SAP or Finance Applications is highly preferred.
Experience with ServiceNow or other ITSM platforms.
Experience in budgeting, cost management, and vendor management.
Strong stakeholder management and cross-functional collaboration skills.
Excellent communication and leadership skills.
Highly proactive, self-driven, and comfortable challenging processes and driving improvements.
Experience managing enterprise applications/services and their long-term stability is an advantage.