Service Management Specialist (ITIL)

Location: Taguig City, National Capital Region (Manila), Philippines

Company

hirify.global helps clients achieve lifetime financial security and live healthier lives.

What you will do

• Coordinate major incidents across APAC technology services, including triage, escalation, stakeholder communication, action tracking, and post-incident follow-through.
• Review production changes for risk assessment, approval discipline, implementation readiness, backout planning, and evidence capture.
• Track problems arising from incidents, recurring service issues, failed changes, operational defects, and control gaps through to closure.
• Maintain service management records, action trackers, KPI, SLA, incident, change, and problem reports.
• Coordinate with infrastructure, application, cybersecurity, market IT, service desk, and vendor teams to drive resolution and accountability.
• Improve service management processes, reporting automation, data quality, operational readiness, and compliance with technology controls.

Requirements

• Practical knowledge of ITIL practices, especially Incident, Major Incident, Change, and Problem Management.
• Experience supporting live technology incidents, coordinating technical teams, managing updates, and tracking actions under time pressure.
• Understanding of production change governance, risk assessment, implementation planning, approval workflows, and outage prevention.
• Ability to support root-cause analysis, identify recurring issues, track corrective actions, and maintain disciplined problem closure.
• Strong capability with Excel, PowerPoint, dashboards, service management tools, structured reporting, data analysis, and operational communication.
• Working knowledge of infrastructure, cloud, applications, networks, cybersecurity, service monitoring, and enterprise technology operations.

Culture & Benefits

• Work with colleagues and leaders who support professional growth and knowledge sharing.
• Operate in a purpose-driven environment focused on helping clients, families, and communities.
• Collaborate across multiple APAC markets and technology functions.
• Contribute to meaningful improvements in service reliability, operational control, and client outcomes.