CUSTOMER SERVICE management process owner (analyst)Intrado
Workplace: MetroManila, Manila, Makati
Salary: Agreement
Work form: Full time
Posting Date: 09/11/2025
Deadline: 08/09/2021
Job Description For this opening we will consider candidates from the following locations: Makati,Metro Manilla,Philippines |
Function:
The "Customer Service Management Process Owner" owns the success of Intrado's Customer Service Management (CSM) process. This role will continually assess current state and maturity of this processes, develop and maintain a roadmap for improved process maturity, and then implement and drive execution of that roadmap and process deliverables. This role will have C level executive visibility and face aggressive timelines. This role partners closely with leaders of client facing teams, owners of related ITIL processes (e.g. Incident Management, Configuration Management, etc), and platform development teams to ensure the CSM function is fulfilling business needs in an efficient manner.
Duties and Responsibilities:
Develop, maintain, and enhance applicable process and practices necessary to operate process in control.
Implement solutions expeditiously for Intrado to optimize this capability. There is an urgency.
Establish and build relationship with other business leaders as well as ITIL process owners and applicable tool owners to understand Intrado business objectives, data structure, and how CSM processes will best support Intrado enterprise and process specific objectives.
Develop and execute process maturity and execution review cadence with business Leaders at applicable process and Service touch points.
Develop and continually improve process execution using automated means wherever possible, and clearly document responsibilities and expectations of Group Managers or other stakeholders where manual maintenance is necessary.
Maintain and enhance configuration in applicable tool (ServiceNow) to achieve process goals through effective collaboration with platform development team.
Continually maintain, share, and utilize knowledge of leading practices in applicable processes and technologies.
Serve in a backup capacity for other ITIL process owners.
Accomplish additional, related projects as necessary
Experience:
Degree level education: fields of study in computer science, information technology, or management related discipline. Work experience may be substituted
At least 5 years of experience as a CSM or ITSM practitioner, at least 3 years in Global Information Technology environments
At least 4 years of experience building and maintaining one or more Customer Service or ITSM processes, 3 years of experience preferred using ServiceNow.
Comfortable conveying CSM process practice expectations and results to Business and Technology C level leadership
High level understanding of SDLC and various development and project methodologies such as Waterfall, Agile, DevOps, CI/CD, etc.
ITIL V3/V4 Foundation
Proven history driving improvements in process maturity and execution
Understanding of Business Applications and their functionality in the ITIL model
Comprehension of, and the ability to communicate and implement the ITIL model
Desirable:
SAFE, Six Sigma, Lean, PMI, CKM/KMI, or other applicable certifications.
Additional ITIL Certifications beyond Foundation
Key Relationships:
Leaders of Customer Facing Teams that manage client engagements
Other ITIL Process Owners
Product/Service Owners
Platform Development
ABOUT US
Connecting people with each other and the right information is mission critical. Intrado develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.
Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.
Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.
Intrado has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Intrado welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Intrado
Function:
The "Customer Service Management Process Owner" owns the success of Intrado's Customer Service Management (CSM) process. This role will continually assess current state and maturity of this processes, develop and maintain a roadmap for improved process maturity, and then implement and drive execution of that roadmap and process deliverables. This role will have C level executive visibility and face aggressive timelines. This role partners closely with leaders of client facing teams, owners of related ITIL processes (e.g. Incident Management, Configuration Management, etc), and platform development teams to ensure the CSM function is fulfilling business needs in an efficient manner.
Duties and Responsibilities:
Develop, maintain, and enhance applicable process and practices necessary to operate process in control.
Implement solutions expeditiously for Intrado to optimize this capability. There is an urgency.
Establish and build relationship with other business leaders as well as ITIL process owners and applicable tool owners to understand Intrado business objectives, data structure, and how CSM processes will best support Intrado enterprise and process specific objectives.
Develop and execute process maturity and execution review cadence with business Leaders at applicable process and Service touch points.
Develop and continually improve process execution using automated means wherever possible, and clearly document responsibilities and expectations of Group Managers or other stakeholders where manual maintenance is necessary.
Maintain and enhance configuration in applicable tool (ServiceNow) to achieve process goals through effective collaboration with platform development team.
Continually maintain, share, and utilize knowledge of leading practices in applicable processes and technologies.
Serve in a backup capacity for other ITIL process owners.
Accomplish additional, related projects as necessary
Experience:
Degree level education: fields of study in computer science, information technology, or management related discipline. Work experience may be substituted
At least 5 years of experience as a CSM or ITSM practitioner, at least 3 years in Global Information Technology environments
At least 4 years of experience building and maintaining one or more Customer Service or ITSM processes, 3 years of experience preferred using ServiceNow.
Comfortable conveying CSM process practice expectations and results to Business and Technology C level leadership
High level understanding of SDLC and various development and project methodologies such as Waterfall, Agile, DevOps, CI/CD, etc.
ITIL V3/V4 Foundation
Proven history driving improvements in process maturity and execution
Understanding of Business Applications and their functionality in the ITIL model
Comprehension of, and the ability to communicate and implement the ITIL model
Desirable:
SAFE, Six Sigma, Lean, PMI, CKM/KMI, or other applicable certifications.
Additional ITIL Certifications beyond Foundation
Key Relationships:
Leaders of Customer Facing Teams that manage client engagements
Other ITIL Process Owners
Product/Service Owners
Platform Development
ABOUT US
Connecting people with each other and the right information is mission critical. Intrado develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.
Intrado is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.
Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.
Intrado has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Intrado welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Intrado
Other Info
Makati City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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Intrado
About the company
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