322 IT Service Management jobs in the Philippines

EDUCATION AND WORK EXPERIENCE

• Bachelor of Science degree holder preferably in Computer Science, IT, Engineering or related course.
• At least 7 years of IT Project/Program or Portfolio Management.

REGULAR DUTIES AND RESPONSIBILITIES

Ultimate Skill level position.
Executes the following duties and responsibilities with matured competency and proficiency:

Project Management:

• Portfolio management of demands per business unit.
• End to end project management across multiple vendors, teams & platforms

1) Planning

2) Execution/Delivery

3) Monitor & Control

4) Closure

• Actively manages risk & issues in project.
• Handles day to day project activities with no supervision but escalates support needed as necessary.
• Provides regular project/program status update to IT management and business stakeholders
  • Manages, maintains and tracks changes on the services provided (via a Service Catalog, or other tool).

Process Governance

• Adherence to process & governance.
• Sets up project governance accordingly.
• Contributes to process improvement in managing projects & deliverables.

• Full Time Employment
• Hybrid Setup (Ortigas, Pasig)
• Day Shift

THE ROLE

Reporting to Group Technology Operation Services Director, the Service Management Lead will provide the vision, thought leadership, governance and continuous improvement of the IT Service Management. He will be accountable for ensuring that all ITIL processes are understood and consistently adhered to and executed by product/service owners throughout IT.

KEY RESPONSIBILITIES

• Own, promote, and govern IT Service Management, covering Incident, Problem, Change, and Service Level Management.
• Drive standardization, implementation, and adoption of Service Management disciplines throughout the organization.
• Identify areas for continuous improvement in IT practices across the business.
• Define, align, and document Service Management processes in collaboration with stakeholders in IT and business units, establishing the Group's ITIL framework.
• Facilitate and govern IT Service Level and Operational Level Agreements across multiple functions, businesses, and partners.
• Partner with stakeholders to define Key Performance Indicators (KPIs) for various IT services.
• Track KPIs and communicate performance through management review meetings.
• Manage exceptions to established ITSM processes when necessary.
• Lead, mentor, and develop the ITSM team through a supportive and collaborative leadership approach.

REQUIREMENTS

• Professional Experience: At least 10 years of experience in various IT roles, with a minimum of 5 years in an IT Service Management leadership position.
• ITSM Expertise: Comprehensive knowledge and practical experience in Incident, Problem, Change, and Service Level Management.
• Performance Management: Proficiency in timely tracking and analysis of Key Performance Indicators (KPIs).
• Process Understanding: Thorough understanding of the end-to-end IT software and system lifecycle, encompassing concept, design, development, testing, deployment, operations, and maintenance.
• Communication Skills: Strong written and verbal communication abilities, with the capacity to engage effectively with both peers and executive leadership.

Job Types: Full-time, Permanent

Pay: Up to Php120,000.00 per month

Benefits:

• Company events
• Gym membership
• Health insurance
• Opportunities for promotion

Experience:

• IT Service Management: 6 years (Required)

Work Location: Remote

The Service Management Associate will be responsible for proactively managing accounts with recurring service issues. This role focuses on identifying problematic accounts, coordinating with repair teams, monitoring restoration progress, and conducting quality sampling to ensure permanent resolutions and high service reliability.

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person

About the job Lead, Service Management & Incident Response

About the Job

Location : Makati

Corporate Title : Assistant Vice President

Work Arrangement : Hybrid

Our Digital Products and Channels Team is looking for experienced professionals to join us in Makati for the role of Service Management & Incident Response Lead.

In this role, you will lead and support incident response teams in detecting, managing, and recovering from system downtimes, while collaborating with internal and external stakeholders to identify root causes, reduce risk, and communicate impact clearly. You will oversee incident investigations, ensure proper tracking and resolution, maintain dashboards and tools, and train analysts to enhance operational response and system resilience.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

• Monitor and respond to security events, incidents, and alerts, while establishing new processes and tools where necessary
• Conduct thorough root cause analysis (RCA) to prevent incident recurrence and mitigate foreseeable issues
• Review incident data based on RCA and provide recommendations to prevent future occurrences
• Proactively identify possible mitigating actions and insights for improving security posture
• Identify recurring patterns and propose clear actions to reduce associated risks
• Prioritize and resolve all levels of issues, ensuring P1 incidents are handled by the necessary teams
• Build and enhance tooling, dashboards, and alerting systems, ensuring data accuracy, completeness, and ongoing improvement

What we're looking for

• Bachelor's Degree in Computer Science or Telecommunications, or any related field
• Certification in relevant IT/Project Management-related subjects will be an advantage
• At least 3 years of experience in Incident Management and 5 years in technology roles (systems, networking, application operations, NOC, etc.)
• Strong communication skills, with the ability to convey technical matters clearly to all levels, including business stakeholders
• Experience in banking, financial apps, or fintech is highly desirable

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth

Job Description:

• Execute day-to-day IT Service Management (ITSM) and IT Asset Management (ITAM)

activities to ensure reliable, secure, and compliant IT operations.

• Monitor and support the performance, availability, and reliability of IT services and

systems across the organization.

• Implement and maintain ITSM tools and workflows, ensuring accurate ticket handling,

asset tracking, and SLA reporting.

• Collaborate with IT infrastructure, DevOps, and application teams to support automation,

service mapping, and monitoring processes.

• Assist in audit support by ensuring ITSM/ITAM documentation and records are complete

and up to date.

Skills and Competencies

• Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).

• Familiarity with ITIL principles and ITSM process areas (incident, problem, request,

change, asset, and service catalog management).

• Basic knowledge of IT infrastructure components (networks, servers, applications) and

how they support IT services.

• Experience in monitoring system performance and escalating outages or performance

degradation.

• Working knowledge of IT asset lifecycle management, including tracking, tagging, and

license compliance.

• Ability to troubleshoot and document IT issues effectively for escalation and closure.

• Strong attention to detail in documentation, ticket updates, and asset records.

• Familiarity with regulatory and compliance frameworks (e.g., BSP, PDIC, ISO 27001,

COBIT) is a plus.

• Clear written and verbal communication skills for ticket handling and team collaboration.

• Proactive, detail-oriented, and able to manage multiple tasks in a structured IT operations

environment.

Qualifications and Experience

• Bachelor's degree in Electronics Engineering, Information Technology, Computer

Science, or related field.

• 3–5 years of experience in IT Operations, IT Service Desk, or ITSM engineering roles.

• ITIL Foundation certification (required); ITIL Intermediate/Practitioner (preferred).

• Certification or training in IT Asset Management (e.g., CITAM) is a plus.

• Experience working in banking or regulated industries is advantageous.

• Familiarity with audit practices and regulatory compliance frameworks (e.g., BSP, ISO,

PCI DSS) is a plus.

• Familiarity with DevOps practices, CI/CD pipelines, and cloud-based monitoring tools.

• Experience with automation platforms

• Knowledge of BSP regulatory frameworks, policies, and guidelines.

Joining Arup
Arup's purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.

As our Service Management Analyst, you'll be at the forefront of innovation, working within a talented team of service management analysts and ServiceNow developers, to deliver smart, scalable solutions that make a real difference. Analysing our service management needs across Digital Technology and with the Business, reviewing and gathering requirements, analysing the needs and wants, designing solutions and basic configuration delivery. Working alongside developers to ensure end to end solution fulfilment.

The Opportunity
At Arup, you belong to an extraordinary collective – in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning – to Arup, to your career, to our members and to the clients and communities we serve.

• Develop solutions for service management using ServiceNow
• Carry out analysis to support the design of processes and practices and work with client groups to capture unmet needs
• Run testing of system configuration within supporting technologies such as ServiceNow
• Lead in cross functional, business-facing workshops and collaborate with stakeholders to gather requirements and identify service automation opportunities.
• Recommend continuous improvements to processes and ways of working based on process improvement feedback from client groups
• Research and evaluate emerging technologies and automation in the service domain
• Continuing your personal development and career growth with support from our experienced members, learning platforms and partners

Did you know:
Our Digital Technology team are proud prior winners of the IT Team of the Year at the Chartered Institute of IT's UK IT Industry Awards.

Is this role right for you?

• ServiceNow Certified System Administrator is desirable but not essential
• ITIL certification in service management foundation level (or related equivalent qualification) is desirable but not essential
• Experience configuring solutions to support service management
• Some experience working within an agile development team
• Requirements capture and analysis experience
• Experience analysis and configuring service management platforms including IT service management, customer service management, governance, risk and compliance and IT business management.

What we offer you
At Arup, we care about each member's success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

• We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup's legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.
• We care about you and want you to perform at your best, which is why we offer one of the most competitive benefits packages in our sector.
• As a member organisation, everyone shares in our success through a global profit share scheme (payments are dependent on the firm's financial performance).
• We also provide private medical insurance, Life assurance, Accident insurance and Income protection cover. In addition, you'll have access to flexible benefits to help you look after all aspects of your wellbeing and give you the freedom and flexibility to find the best solutions for you, your family, and your individual needs.

Different people, shared values
Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.

Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at Careers - Your Life at Arup .

We are committed to making our recruitment process and workplaces accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.

Our Application Process
To understand what to expect next, please visit our Careers page Our aim is to make this process as streamlined and easy as possible for our applicants.

Please note that all applicants must apply directly via the job portal and applications sent via email will not be considered. If this role is not quite what you are looking for, but you are interested in other opportunities for a future with purpose, please sign up to our Talent Community where you will be kept up to date with roles suitable for you to shape a better world.

Stay safe online - Arup will never ask for payment or your bank details as part of our recruitment process.

About the Role

We are looking for an
IT Service Management (ITSM) Specialist
to help shape and improve IT processes and tools. You will take ownership of ITSM within a global IT organization, ensuring that services run efficiently and consistently. This includes acting as the product owner of the ITSM platform (Freshservice), building structured workflows, and driving a culture of continuous improvement.

You will work closely with colleagues locally and internationally, reporting to IT leadership both in Manila and Europe.

What You'll Do

• Lead and improve ITSM processes (incident, change, configuration, etc.) and set the roadmap for future development
• Act as Product Owner of Freshservice, ensuring effective setup, adoption, and ongoing improvements
• Define and monitor SLAs/OLAs and establish key metrics for ITSM processes
• Collaborate with IT, operations, cybersecurity, and external vendors to ensure effective service delivery
• Provide training, guidance, and coaching on ITSM practices across the organization
• Promote a continuous improvement mindset and strengthen IT's role as a trusted partner to the business

What We're Looking For

• 5+ years of experience in IT Service Management or IT Operations within a larger IT organization
• Solid knowledge of ITIL (minimum ITIL 4 Foundation; Managing Professional preferred)
• Hands-on experience with ITSM tools (Freshservice, ServiceNow, Jira Service Management, or similar)
• Experience in process design, implementation, and governance
• Background in project management (PMP, Prince2, or equivalent)
• Knowledge of DevOps practices and IT service continuity planning is a plus
• Strong communication and collaboration skills, with the ability to guide both managers and technical teams
• Experience working with European or global organizations is an advantage

Work Setup

• Location: UN Avenue corner Taft Avenue, Manila
• Hybrid work arrangement

Job Title:
IT Service Management (ITSM) Engineer

Job Description:

• Execute day-to-day IT Service Management (ITSM) and IT Asset Management (ITAM) activities to ensure reliable, secure, and compliant IT operations.
• Monitor and support the performance, availability, and reliability of IT services and systems across the organization.
• Implement and maintain ITSM tools and workflows, ensuring accurate ticket handling, asset tracking, and SLA reporting.
• Collaborate with IT infrastructure, DevOps, and application teams to support automation, service mapping, and monitoring processes.
• Assist in audit support by ensuring ITSM/ITAM documentation and records are complete and up to date.

Key Responsibilities:

• Monitor IT systems and services to ensure uptime and performance, escalating issues as required.
• Support the configuration and maintenance of ITSM tools (e.g., ServiceNow, Jira Service Management) for ticketing, workflow, and reporting.
• Participate in incident, request, and problem management processes, including logging, triage, root cause identification, and resolution.
• Maintain and update the IT service catalog ensure services are accurately mapped to supporting infrastructure.
• Track and update asset records across the hardware and software lifecycle, ensuring compliance with license agreements and ITAM policies.
• Assist in the implementation of automated monitoring, alerting, and reporting tools in collaboration with infrastructure and DevOps teams.
• Document incidents, problems, asset changes, and resolutions clearly and consistently in ITSM tools.
• Perform quality checks on ticket data to ensure adherence to SLAs, KPIs, and ITSM standards.
• Provide technical input for audit responses and participate in control reviews related to IT operations.
• Contribute to ongoing process improvements and efficiency initiatives by identifying recurring issues and proposing automation or procedural enhancements.
• Participate in internal training, shadowing, and knowledge-sharing activities to build cross-functional capabilities.

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description

End-to-End (E2E) Service Management Expert with proven expertise in overseeing service network performance for High Value Cabinets and delivering superior customer experience for VVIP and High-Value Customers in Fixed Broadband Services across multiple technologies (VDSL, GPON, ).

Skilled in proactive monitoring and analytics, with strong capabilities in issue analysis, resolution of escalated customer complaints, and ensuring rapid service recovery. Adept at cross-domain collaboration to facilitate seamless resolution of network concerns and uphold premium service standards. Job Description

• Manage, analyze, and process V/VIP technical service complaints tickets for wireline products.
• Monitor complaints trend including degradation in service KPIs.

Advise partners of service affecting issues through service advisories

• Manage resolution of escalated V/VIP Broadband customer issues
• Drive immediate solution to V/VIP customer issue endorsed by, SLT.

NTG/Business Mancom, EG/SG/ Platinum, Exec Endorsed, Service Desk and CXM, CLSG, SAQ, Stores, etc.

• Level 2 support to TAC to resolve related V/VIP customer issue.
• Monitor, follow through and ensure closure of all V/VIP complaints for Broadband
• Support Incident Management
• Follow up on V/VIP complaints, aging tickets and escalations from Business team and Service Desk.

Ensure aging V/VIP service tickets have resolution & timeline

• Facilitate meetings for escalated & V/VIP Broadband customer issues
• Join technical bridge /meeting to provide input on incident, restoration, call technical bridge for aging V/VIP tickets
• Join management bridge to provide visibility to a body of cross-division upper managers of aging V/VIP incidents.
• Onsite support if needed
• Support

Problem Management

• Creation, follow through and closure of

Problem Ticket based on agreed criteria

• Identify customer issues triggered by Broadband complaints and validate in tools and provide input to proponent to create initiatives to resolve recurring V/VIP issues.
• Support VIP customer experience monitoring and testing
• Monitor customer experience of V/VIP Broadband customers and generate reports and flag issues seen to pertinent support groups for timely resolution
• Ensure that V/VIP subscribers get the best possible customer experience from Globe's network
• Updating of V/VIP Mobile subscriber issue tracker.
• Analyze VIPs frequently experiencing failures and create V/VIP Mobile Hotspots.
• Support and provide report needed for V/VIP subscriber experience to SRP, SMRB, NTG ManCom and all pertinent support groups
• Support initiatives internal/external to SMD that has impact on customer experience improvement.
• Liaise with support group such as Exec/ Icon, ROC, NOC, BAPE, FO CFS, ISG and CFU's for V/VIP related customer issues
• Provide pro-active recommendations to Product, Business and Engineering to improve current performance of VIP customers in the complaint area.
• Leverage existing tools to share reports with Business teams and help manage V/VIP churn and complaints.
• Ensure SLAs and KPIs are met with regards to subs QoE KPIs
• Obtain SLA target for VIP complaints handling and resolution
• Continuous reduction of V/VIP Broadband customer issue based on complaints within the agreed variance.
• Weekly, and Monthly Service Performance Reports (e.g. Quality KPI Metrics Report)
• Recommendations (Report) to resolve issues on network or service problems, degradation & disruption submitted to other departments or divisions.
• Provides ad-hoc reports (on KPI assessment) to external NTG teams requiring network performance data
• Resolved network performance/quality issues
• Improved KPIs of VIP/HVC and Gold Cabinets
• Escalation Report issued to concerned parties pertaining to network or service problems, degradation & disruption.

The Escalation Report's major contents are as follows: o Issues o Action points o Ageing (unresolved items), and o Supporting statistics (if applicable) o Inventory and tracking system that will monitor and document all solutions implemented by the VIP team as well as account for all pertinent equipment used to deliver said solution

• CAPEX and OPEX expenditures are maintained within budget.
• Sufficient and well-managed OPEX/CAPEX supporting Dept.

/Division projects/initiatives and business requirements

• Well-explained expense variance, with proper justification of unused budget and expenses exceeding budget.
• Timely executed budget plan and strategically projected availment and cash flow.

Equal Opportunity Employer Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here Make

Your Passion Part of Your Profession.

Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.

Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie's New York.

Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers. Purpose

In everything we do, we treat people right to create a Globe of Good. Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.