IT Service Management Specialist
IT Service Management Specialist
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1 Vacancy
Job Description
Wrist Shared Services is looking for an IT Service Management Specialist who will play a central role in shaping and improving our IT processes. You will take ownership of the ITSM area and help drive the development of structured workflows and management practices across our IT organization. Working closely with management operations and cybersecurity teams you will focus on enhancing process maturity and supporting a wellfunctioning IT setup.
You will be collaborating with both local and international colleagues ensuring consistent and effective service delivery across the organization. The role is based in our Manila office reporting to the IT Director locally and functionally to the Head of Infrastructure and Operations in Denmark.
What youll be doing:
- Process governance for ITSM processes in support operations and the rest of the IT organization including prioritization and forwardlooking process roadmap
- Product owner of the ITSM system Freshservice.
- Representing the ITSM perspective in the IT organizations Operating Model
- Establishing metrics and setting up measurement points for ITSM processes
- Establishing pragmatic concepts for expectation management with internal stakeholders/customers (SLA OLA etc.
- Design implementation and continuous improvement of specific processes and their tool support (Freshservice and other tools)
- Training guidance and coaching of employees as well as managers in good practice
- Establishing and maintaining collaboration mechanisms (processes) with external subcontractors
- Contributing to and promoting the development of a continuous improvement mindset and culture
What were looking for:
- You have at least 5 years of experience with implementing and managing IT processes in a larger IT organization
- You have deep knowledge of IT Service Management in theory (ITIL etc. and practice including the parts that are more operational (e.g. configuration event deployment) and development related
- You have experience with ITSM products and will be able to be the organizations overall responsible for the platforms use and development in the organisation
- You have ITIL 4 certification (minimum Foundation level) but preferred an ITIL 4 Managing Professional certified or higher
- You have experience with major ITSM platforms (ServiceNow Jira Service Management etc.
- You have project management experience or certification (PMP Prince2
- You have knowledge of DevOps practices and tools
- You have experience with IT service continuity planning
- You have background in technology operations or support functions
- You have contributed to process work both in terms of agreement making and ongoing management of the collaboration relationship
- You are able to contribute to implementation through concrete guidance and coaching of colleagues towards appropriate behavior
- Experience from Danish or European companies and culture is a plus
Location: Times Plaza Building U.N. Avenue corner Taft Avenue Manila
Work Setup: Hybrid
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
