ITSM Lead (ITIL)

TL;DR

ITSM Lead (ITIL): Establishing and governing IT Service Management practices with an accent on Change Enablement and Continual Service Improvement (CSI). Focus on elevating ITSM maturity, managing the Change Advisory Board (CAB), and optimizing incident and problem management workflows.

Location: Hybrid: Must be based in Makati City, Philippines (2x onsite per week)

Company

hirify.global is a digital engineering and modernization partner for leading enterprises and digital native companies worldwide.

What you will do

• Define and operationalize the Service Management Office to ensure consistent application of management practices.
• Act as the CSI Manager, maintaining the improvement register and prioritizing tasks based on business value.
• Serve as Change Manager and CAB Facilitator, organizing agendas and assessing changes for risk and value.
• Analyze incident records to identify patterns and transition them into Problem and Knowledge Management candidates.
• Publish weekly and monthly operational review reports focusing on SLA adherence and ticket quality.
• Provide functional leadership and reporting management for the Service Desk, Major Incident, and Problem Managers.

Requirements

• At least 6 years of relevant experience in IT Service Management.
• ITIL 4 Foundation certification is the minimum requirement; intermediate modules are highly preferred.
• Proven experience in establishing or managing a Service Management Office (SMO).
• Proficiency in ITSM platforms such as ServiceNow or ManageEngine.
• Strong capability in decision-making, delegating, and managing diverse stakeholders.

Culture & Benefits

• Inclusive work environment with hiring based solely on skills and qualifications.
• Access to a global network of over 9,000 experts across 47+ offices.
• Hybrid work model balancing remote flexibility with onsite collaboration.