Service Transition Manager

TL;DR

Service Transition Manager (ITSM): Negotiate SLAs and ensure alignment of IT service management processes, OLAs, and contracts with service objectives. With an accent on monitoring performance, handling major escalations for business applications, and analyzing KPIs. Focus on improving service quality through proactive measures within resource and budget constraints.

Location: Philippines (remote or office as an option)

Company

Global IT consulting firm with 1500+ employees across 7 sites, Great Place to Work Certified in the Philippines.

What you will do

• Negotiate SLAs and ensure compliance with targets.
• Align IT service processes, OLAs, and underpinning contracts with service objectives.
• Monitor service performance and provide regular reporting.
• Serve as global point of contact for major escalations on business applications, delivering updates to stakeholders.
• Analyze performance against SLAs, OLAs, and KPIs to improve service quality.

Requirements

• At least 5 years in a similar role.
• Strong understanding of customer business and IT service support.
• Excellent communication and negotiation skills.
• Proven expertise in contract and supplier management.
• Ability to engage stakeholders at all levels in customer and IT provider organizations.
• Solid technical knowledge to translate between technical and business concepts.
• Proactive mindset for service improvement within constraints.

Culture & Benefits

• Stable employment with flexibility in hours and contract form.
• Office as an option model with remote work available.
• Comprehensive online onboarding with a Buddy from day 1.
• Unlimited Udemy access, certificate programs, and upskilling support.
• Internal promotions (76% of managers), diverse inclusive community.
• Well-being activities, charity opportunities, autonomy in work style.