6,426 Service Management jobs in the Philippines

About the Job

Locations:
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

To know more about us, and our career opportunities visit

Responsibilities:

• Assists in defining, documenting and updating the SLA reports.
• Prepares SLA Reports (analysis, justification and identification of action items to be provided by the SDMs /SDLs).
• Submits monthly SLA Reports to stakeholders.
• Develops /enhances SLA Report template and other monitoring tools template.
• Provide other SLA-related reports / statistics.
• Assists in conducting quality assurance process audit.
• Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards.
• Closely coordinates with relevant personnel (e.g. Quality Manager, Process Managers/Owners, Transformation Manager, SMO Lead) for improvements.
• Coordinates the continuous activities of managing ITSM services which may include Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement.

Qualifications:

• Graduate of Engineering, Computer Science or Math and IT related courses.
• At least 1 year experience as a Service Management Officer.
• Have knowledge/experience in MS Excel Macro, power query and creating formulas.
• With presentation skills experience using MS PowerPoint.
• Have experience in creating SLA reports and/or workflow management.
• Knowledge on ITIL principles is an advantage.
• ITSM tool knowledge like ServiceNow, JIRA amongst others.
• Strong verbal and written communication skills.

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 Summary:

The Service Management Lead is responsible for overseeing the end-to-end delivery and continuous improvement of IT services within the organization. This role ensures that IT Service Management (ITSM) processes—covering Incident, Problem, Change, and Release Management—are effectively implemented and aligned with business objectives. The ideal candidate has proven leadership experience, a strong grasp of the ITIL framework, and the ability to drive service excellence across teams and stakeholders.

Key Responsibilities:

• Lead the implementation, operation, and improvement of ITSM processes including Incident, Problem, Change, and Release Management.
• Ensure compliance with ITIL best practices and organizational standards.
• Manage, coach, and develop a team of service management professionals, promoting a culture of accountability and service excellence.
• Oversee the Service Lifecycle from strategy to continual improvement, ensuring alignment with the software and system development lifecycle (SDLC).
• Monitor service performance against defined SLAs and KPIs, identifying trends and driving corrective actions.
• Facilitate major incident management, root cause analysis, and post-incident reviews to improve service reliability.
• Collaborate with IT operations, development, and business stakeholders to ensure coordinated and effective change management.
• Contribute to governance, risk, and compliance activities within the IT service delivery function.
• Champion continual service improvement initiatives to enhance customer satisfaction and operational efficiency.

Job Type: Full-time

Work Location: In person

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.

• 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

Shape the future of operational excellence with our Optimization, Insights, & Development team. Join us to drive impactful change and improve client and employee experiences. Unlock your potential by collaborating across functions and leading initiatives that deliver measurable outcomes. Be part of a team dedicated to continuous improvement and professional growth. Make your mark by implementing solutions that matter.

Job Summary

As an Optimization Senior Associate in Shared Services – Client Onboarding & Service, you will be part of the Optimization, Insights, & Development team focused on delivering measurable process improvements. You will lead tactical initiatives from intake to implementation, collaborating with stakeholders to enhance efficiency and experiences. You will use proven methodologies to drive change and ensure compliance with firmwide standards. Your role will empower you to make a meaningful impact across operations.

Job Responsibilities

• Identify inefficient, manual, or redundant processes and lead improvement efforts
• Manage initiatives from problem definition through implementation and post-delivery measurement
• Apply methodologies such as Lean, Six Sigma, or Agile based on the problem statement
• Define KPIs and deliver quantifiable results reflecting business outcomes
• Engage partners and stakeholders across functions to drive alignment and remove barriers
• Create and maintain clear documentation, tailoring materials for various audiences
• Ensure all process changes comply with firmwide policies, risk controls, and compliance standards
• Share insights and best practices to support continuous improvement across Shared Services

Required Qualifications, Capabilities, and Skills

• Experience gathering and analyzing complex processes with business risk comprehension
• Proven ability to manage projects from inception to completion, ensuring timely delivery
• Experience applying process improvement methodologies such as Lean, Six Sigma, or Kaizen
• Excellent communication and interpersonal skills for effective teamwork
• Strong analytical skills with proficiency in data analysis
• Flexibility to adapt to changing business needs and environments
• Commitment to continuous improvement and personal growth

Preferred Qualifications, Capabilities, and Skills

• Bachelor's or higher degree
• Advanced skills in business analysis, design, development, testing, and deployment
• Certification in Lean Six Sigma (Green Belt or Black Belt) is a plus

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

ABOUT THE TEAM

J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients—including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.