Manager, IT Service Management

Location: Manila, Philippines

Company

hirify.global is an engineering and infrastructure advisory company that develops innovative solutions for complex global challenges.

What you will do

• Design and transition new or changed IT services from project delivery into live service management.
• Lead the Design and Transition pod and manage the team to deliver services consistently to a high standard.
• Coordinate with project teams, service owners, service delivery managers, support teams, change management, infrastructure teams, and external providers.
• Ensure services meet stakeholder expectations for quality, cost, timelines, and customer experience.
• Own and improve practices covering UX and adoption, service level management, service transition, configuration management, asset management, and process management.
• Design, document, publish, and regularly review operating procedures and service management processes.

Requirements

• Bachelor’s degree in information technology, computer science, engineering, or a related discipline.
• At least 7 years of experience in IT service management or service delivery roles.
• At least 5 years of experience in leadership roles.
• Strong experience in service design and transition, service lifecycle execution, and release management.
• Strong responsibility, flexibility, adaptability, time management, and organisational skills.
• Experience with ITIL practices and process improvement is required; ITIL v4 Foundation and Lean Six Sigma certifications are preferred.

Nice to have

• Higher-level ITIL certifications.
• Experience in a squad-based continuous delivery model.

Culture & Benefits

• Work in a diverse and inclusive environment based on respect, trust, and collaboration.
• Opportunity to shape a new team and influence the evolution of the role.
• Collaborate on challenging engineering and infrastructure projects.
• Work with internal and external service providers to improve support for employees and customers.