itsm process owner - hybrid - BGC - up to 100kWeSource Management Consultancy Firm

The Role (Rotating Shift)
Design and deliver a set of standardized processes across the group to deliver quality business services to achieve consistent results across IT and business technology
Design and deliver automated workflows for each process
Drive the reduction of service outages through Change
Promote self-service through the development of Knowledge
Expand communication across the group to better inform the end user community with a consistent story using our ITSM tool, Heed, email, and Intranet articles
Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
Drive the development of SMART metrics from the standardized processes to measure quality of service and identify areas which need improvement
Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
Compliance ownership for SOC, SOx and SOC2 related to Incident and Change Management
Standardized ITSM processes enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements
The Requirements
Bachelors degree in Information Technology, Computer Science, or a related field
3-5 years prior experience in a process ownership role or manager of a service governance organization
Previously led horizontal organization responsible for the development, revision, and execution of operational level ITSM processes
Lifecycle management of ITSM processes at the enterprise level
Ability to operationalize business specific processes into an ITSM support model
Retain neutral position during process design, revision, and continuous improvement
Lead process owners to ensure completeness, accuracy, and quality of ITSM processes
Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
Ability to quickly understand the applicability of industry best practices at the organization and tower level.
Experience leading a managing ITSM processes in a matrixed management environment.
Demonstrated ability to apply governance, regulatory / legal, and financial constraints to enterprise service management.
Balance the interest of the enterprise and operational design in continuous improvement activities. Prior experience working in a hybrid support model with portion outsourced and portion insourced.
weSource Management Consultancy Firm

Taguig City, Metro Manila
Permanent
Full-time