Operational Excellence Senior Specialist (ServiceNow FSM)

Location: Hybrid, 2–3 days onsite in BGC, Taguig, Philippines; morning or afternoon shifts, including weekends and holidays when required by the business.

Company

hirify.global is a global travel technology company powering the future of travel.

What you will do

• Develop and execute the ServiceNow Field Service Management adoption strategy across AirOps field service organizations.
• Drive behavioral and process changes, identify adoption barriers, and implement targeted training, communication, and enablement interventions.
• Define, track, and report FSM value realization metrics, business benefits, and operational performance trends.
• Identify and lead initiatives to improve operational efficiency, technician productivity, service quality, scheduling effectiveness, and customer outcomes.
• Review, standardize, and simplify field service processes and operating procedures across AirOps teams and locations.
• Build partnerships with leadership, service delivery managers, field engineers, product owners, and ServiceNow stakeholders while communicating progress, risks, and adoption insights.

Requirements

• Bachelor’s degree in Business, Engineering, Information Technology, Operations Management, or a related field.
• Experience in Continuous Improvement, Service Management, Field Operations, Operations Excellence, or Digital Transformation.
• Familiarity with ServiceNow, including Field Service Management, IT Service Management, Operations Management, or related modules.
• Demonstrated experience leading change management and adoption initiatives.
• Strong analytical and problem-solving abilities using Power BI or other analytics platforms, with the ability to use operational data for improvement decisions.
• Experience with KPI development, performance measurement, and business case realization.
• Ability to collaborate effectively, manage stakeholders, and support change initiatives.
• Excellent communication, facilitation, and workshop leadership skills.
• Experience working in field operations, airline, travel technology, airport, or service delivery environments.
• Ability to work in a hybrid setup in BGC, Taguig, and flexibility to handle morning or afternoon shifts, including weekends and holidays when required.

Nice to have

• Certification or training in Lean, Six Sigma, Change Management, or Project Management.
• Basic skills or learning interest in SQL, Python, or similar tools.

Culture & Benefits

• Hybrid working model.
• Global work environment with diverse and inclusive collaboration.
• Learning opportunities through on-the-job training, formal learning activities, and daily interactions.
• Supportive environment focused on career development and personal and family well-being.
• Work connected to the future of travel and a critical company mission.