Job Title: Service Owner (ServiceNow, ITSM)
Location: Makati City, Manila
Working Arrangement: Hybrid (2 days on-site)
Role Summary
We are seeking a highly skilled Service Owner (ServiceNow, ITSM) to drive the design, governance, and continuous evolution of enterprise services on the ServiceNow platform. This role is responsible for defining end-to-end service architecture, establishing governance frameworks, and ensuring effective service lifecycle management to deliver scalable, high-quality digital services aligned with business objectives.
Key Responsibilities
Service Architecture and Design
- Define and maintain the ServiceNow service architecture framework, standards, and design principles
- Lead the end-to-end design of services across ServiceNow modules such as ITSM, ITOM, CSM, and HRSD
- Translate business requirements into scalable, reusable service models and workflows
- Ensure architectural consistency across implementations, integrations, and platform extensions
- Collaborate with enterprise architects and technical teams to align ServiceNow services with overall IT strategy
Governance and Standards
- Establish and enforce ServiceNow governance frameworks, policies, and best practices
- Define and maintain design authority processes including architecture reviews and approvals
- Ensure compliance with platform standards, security policies, and regulatory requirements
- Promote configuration over customization to ensure platform sustainability
- Provide guidance and oversight to development teams to ensure alignment with approved designs
Service Lifecycle Management
- Define and manage the end-to-end lifecycle of services including strategy, design, transition, operation, and continuous improvement
- Develop and maintain service catalogs, service models, and documentation
- Ensure adherence to change, release, and deployment management practices
- Monitor service performance and ensure alignment with SLA and OLA targets
- Implement lifecycle governance checkpoints to maintain service quality and consistency
Continuous Improvement
- Establish a continuous improvement framework using metrics, feedback, and analytics
- Identify opportunities for automation, optimization, and service innovation
- Lead periodic service reviews and maturity assessments
- Drive adoption of new ServiceNow capabilities and features
- Promote a culture of operational excellence and continuous learning
Stakeholder Engagement
- Act as a trusted advisor to business stakeholders, product owners, and IT leadership
- Facilitate workshops to define service design requirements and improvements
- Communicate architecture decisions and governance standards across teams
- Collaborate with cross-functional teams to ensure successful service delivery
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field
- At least 8 years of experience in IT service management, service design, or enterprise architecture
- Strong hands-on experience with the ServiceNow platform across multiple modules
- Proven experience in service architecture, governance, and lifecycle management
- Solid understanding of ITIL framework (certification preferred)
- Experience in large-scale ServiceNow implementations or transformations
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
- Experience with Agile and DevOps methodologies
- Familiarity with integration patterns, APIs, and cloud architecture
- Knowledge of governance frameworks such as COBIT
Key Competencies
- Strong architectural and strategic thinking
- Governance and risk management capability
- Effective stakeholder management and communication
- Continuous improvement mindset
- Focus on quality, scalability, and platform sustainability
Success Measures
- Consistency and quality of service design across the platform
- Improved service performance and user satisfaction
- Adherence to governance and architectural standards
- Reduction in technical debt and platform complexity
- Measurable continuous improvement outcomes
