Lead Service Manager (Fintech)

TL;DR

Lead Service Manager (Fintech): Governing and maturing ITIL practices across the global IT organization with an accent on incident, request, change, and problem management frameworks. Focus on driving enterprise-wide operational maturity, ensuring cross-domain process consistency, and establishing measurable service governance models.

Location: Must be based in or able to work from Manila, Philippines (Hybrid role)

Company

hirify.global is a leading provider of integrated investment management solutions, operating as an independent subsidiary of the Deutsche Börse Group.

What you will do

• Govern and mature ITIL practices including incident, request, change, and problem management across all IT domains.
• Define and implement enterprise process standards, decision frameworks, and RACI accountabilities.
• Ensure consistent adoption of service standards across IT operations, security, and project delivery teams.
• Monitor service performance through KPI measurement, reporting validation, and structured governance reviews.
• Align ITSM platform configurations, such as ServiceNow and Jira Service Management, with governance requirements.
• Identify and mitigate systemic risks and process gaps to improve operational predictability.

Requirements

• Proven experience implementing or governing ITIL practices in complex, multi-team environments.
• Demonstrated ability to establish governance models and drive adoption without direct authority.
• High level of analytical proficiency with enterprise service data and report integrity.
• Strong stakeholder management skills with the ability to constructively challenge inconsistencies.
• Experience with ITSM platforms such as ServiceNow or Jira Service Management.
• Ability to work in a hybrid setup (2 days/week in the office) covering APAC and EMEA timezones.

Culture & Benefits

• Attractive salary and bonus scheme with pension contributions.
• Commitment to work-life balance through flexible working hours and a hybrid workplace model.
• Focus on skills development, relationship building, and client success.
• Inclusive, people-centered work environment with a strong emphasis on growth.
• Certified Great Place To Work organization.