We are seeking an experienced ITIL Service Manager with 5-10 years of expertise in IT service management to join our dynamic team in the Philippines. The ideal candidate will have a strong background in ITIL practices and a proven track record of managing IT services effectively. This role requires a strategic thinker with excellent leadership skills, capable of driving service excellence and continuous improvement within the organization.

Responsibilities

Manage and oversee the IT Service Management (ITSM) processes in alignment with ITIL best practices.

Ensure continuous improvement of IT services and processes to enhance service quality and efficiency.

Coordinate with various departments to ensure effective incident, problem, and change management processes are followed.

Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure service performance.

Facilitate service reviews with stakeholders to ensure services are meeting business needs and expectations.

Lead and mentor IT service management teams to foster a culture of service excellence and accountability.

Implement and manage ITIL frameworks and methodologies across the organization.

Conduct training and awareness programs on ITIL processes and best practices for IT staff.

Bachelor's degree in Information Technology, Computer Science, or a related field.

ITIL v3/v4 certification is mandatory, with additional certifications (e.g., ISO/IEC 20000, COBIT) being an advantage.

Minimum of 5-10 years of experience in IT service management or a related field, preferably in a managerial role.

Strong understanding of ITIL processes including incident management, problem management, change management, and service level management.

Proficient in using ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.

Excellent analytical and problem-solving skills with a focus on process improvement.

Strong communication and interpersonal skills to collaborate with stakeholders at all levels.

Ability to manage multiple projects and priorities in a fast-paced environment.