it incident & Service request process ownerIWG
Salary: Agreement
Work form: Full time
Posting Date: 08/01/2026
Deadline: 05/11/2022
About IWG
We're changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So we made it our mission to help millions of people have a great day at work - every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour's coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want.
Technology in IWG
We're focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the "Digital First" workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or Cloud Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we're always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.
https://www.iwgplc.com/
The role
The role is for IT incident and service request process owner who will be responsible for the proper design, execution, training, and continual improvement of the processes, including definition of enhancements in ServiceNow. Furthermore, maintenance of proper report and define indicators/metrics to ensure the successfully implementation of the processes and show the value that those are bringing to the organization. This position will assist in the architecting of strategic priorities, business aligned processes, and ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods.
Role and responsibilities
Owns ITSM business facing processes: Incident Management and Service Request Management and ensure appropriate documentation and adherence
Provide critical input to Major Incident Management and Escalation process
Accountable for the overall quality and compliance of the processes
Create, maintain, define and monitor KPIs, global reports and Critical Success Factors related with the processes
Interact with Business Process Owner to create enterprise processes when applicable
Process design and define process improvements
Act as a Subject Matter Expert for the processes in regards of enhancements in ServiceNow
Qualifications /Skills / Experience
Bachelor's Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement or similar field of study.
4 years' experience as an IT Process Owner for customer process in a multinational company
Experience with implementing and managing ITSM or ITIL processes
ServiceNow knowledge in the role of Consultant or Process Owner
ServiceNow reporting knowledge is a plus
Experience working with CMDB
ITIL foundations is a must. ITIL expert is a plus
Good negotiation, communication and presentation skills
Exposure and working level knowledge of working with and interfacing to global delivery teams
Excellent English communication and executive level presentation skills
Proven ability to develop strong relationships with stakeholders both internally and externally
Organised and analytical/data mind-set
Customer-oriented. Put the customer into the focus for every decision
Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it
Ability to quickly absorb technical concepts and effectively simplify and communicate them to a non-technical audience
Thrive in an entrepreneurial 'tech-start-up' team culture
Experience of working in a global and multi-cultural environment and have appetite for fast-paced organizations with global delivery / reach
Dynamic working approach, 'agile' rapid delivery approach to planning projects, and the ability to think innovatively to solve problems
Can demonstrate initiative and ownership of issues through to resolution / completion
IWG
We're changing the world of work. We believe that business success is underpinned by the effectiveness of its people. So we made it our mission to help millions of people have a great day at work - every day. With locations in practically every country, city, town and transport hub, and options ranging from an hour's coworking to multi-year office space leases, we enable people and businesses to work where, when and how they want.
Technology in IWG
We're focused on delivering seamless digital propositions which allow customers to instantly manage their requirements and position IWG as the "Digital First" workspace provider. As early adopters of the latest technologies - whether it be Artificial Intelligence, Office IoT, Data or Cloud Solutions - we create business value and are constantly striving to find new and improved ways to help our customers. Which is why we're always on the look-out for intelligent, energetic, self-motivated, and curious individuals. We want to bring about a global workspace revolution and want you to help.
https://www.iwgplc.com/
The role
The role is for IT incident and service request process owner who will be responsible for the proper design, execution, training, and continual improvement of the processes, including definition of enhancements in ServiceNow. Furthermore, maintenance of proper report and define indicators/metrics to ensure the successfully implementation of the processes and show the value that those are bringing to the organization. This position will assist in the architecting of strategic priorities, business aligned processes, and ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods.
Role and responsibilities
Owns ITSM business facing processes: Incident Management and Service Request Management and ensure appropriate documentation and adherence
Provide critical input to Major Incident Management and Escalation process
Accountable for the overall quality and compliance of the processes
Create, maintain, define and monitor KPIs, global reports and Critical Success Factors related with the processes
Interact with Business Process Owner to create enterprise processes when applicable
Process design and define process improvements
Act as a Subject Matter Expert for the processes in regards of enhancements in ServiceNow
Qualifications /Skills / Experience
Bachelor's Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement or similar field of study.
4 years' experience as an IT Process Owner for customer process in a multinational company
Experience with implementing and managing ITSM or ITIL processes
ServiceNow knowledge in the role of Consultant or Process Owner
ServiceNow reporting knowledge is a plus
Experience working with CMDB
ITIL foundations is a must. ITIL expert is a plus
Good negotiation, communication and presentation skills
Exposure and working level knowledge of working with and interfacing to global delivery teams
Excellent English communication and executive level presentation skills
Proven ability to develop strong relationships with stakeholders both internally and externally
Organised and analytical/data mind-set
Customer-oriented. Put the customer into the focus for every decision
Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it
Ability to quickly absorb technical concepts and effectively simplify and communicate them to a non-technical audience
Thrive in an entrepreneurial 'tech-start-up' team culture
Experience of working in a global and multi-cultural environment and have appetite for fast-paced organizations with global delivery / reach
Dynamic working approach, 'agile' rapid delivery approach to planning projects, and the ability to think innovatively to solve problems
Can demonstrate initiative and ownership of issues through to resolution / completion
IWG
Other Info
Philippines
Permanent
Full-time
Permanent
Full-time
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IWG
About the company
IWG jobs
Bonifacio Global City, Metro Manila
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