4,075 Service Industries jobs in the Philippines

• 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.

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.