ITSM Lead

ITSM Lead

Important Information

Location: Makati City

Experience: at least 6 years relevant experience

Work Mode: Hybrid set up 2x onsite per week

Job Summary

The ITSM Lead is a strategic and operational role responsible for establishing and governing the IT Service Management. This individual ensures the continual development integration and consistent application of ITIL 4 practices. They are the primary custodian of the Change Enablement and Continual Service Improvement (CSI) practices and provide critical oversight for Incident and Problem Management to minimize technical debt and maximize business value.

Responsibilities and Duties

Service Management Governance & CSI (Continual Service Improvement)

• Define and operationalize the Service Management Office to ensure consistent application of management practices across value streams.
• Act as the CSI Manager responsible for managing the improvement of ITSM processes and IT services. This involves maintaining the CSI register and ensuring improvements are prioritized based on business value.
• Elevate the organizations ITSM maturity from the current state (approx. 1.27) to the target state (3.0) by implementing standard policies workflows and KPIs.

Change Enablement & Risk Control

• Serve as the Change Manager handling the implementation documentation and activities related to the Change Enablement practice.
• Act as the Change Advisory Board (CAB) Facilitator and/or Chairman (in the absence of VP ITSD) organizing agendas and publishing reports to ensure changes are assessed for risk and value.
• Conduct periodic reviews of changes to identify opportunities for optimizing change models and standardizing procedures to increase change throughput.

Operational Oversight (Incident & Problem)

• While not the primary incident resolver the ITSM Lead is responsible for the Periodic Incident Review. This entails analyzing incident records (specifically P3/P4) for repeats and patterns that indicate underlying problems.
• Prepare and publish Monthly/Weekly Operational Review Reports to track process health focusing on ticket quality backlog management and SLA adherence.
• Identify candidates for Problem Management and Knowledge Management based on incident trend analysis.

Functional Leadership & Reporting

• Serve as the reporting manager for key operational roles including the Service Desk Manager Major Incident Manager Problem Manager Change Manager
• Ensure clear role definition and mapping (e.g. transition from interim roles to 2026 target roles) as defined in the consolidation guidelines.

Qualifications & Competencies

Based on the organizational competency model the ITSM Lead requires the following profile:

• Decision-making delegating and overseeing the Service Management function..
• Designing work techniques documenting procedures and driving continual improvement (CSI).
• Managing stakeholders during CAB meetings and service reviews.
• Prioritizing improvement tasks and ensuring rigorous record-keeping and 4 Foundation is the minimum requirement with intermediate modules (e.g. Create Deliver and Support) highly preferred.

Experience:

• Deep understanding of the Service Value System and how practices (Change Incident Problem) interconnect.
• Experience establishing or managing a Service Management Office (SMO).
• Proficiency in ITSM Platforms (e.g. ServiceNow ManageEngine) to drive automation and reporting.

About Encora

Encora is the preferred digital engineering and modernization partner of some of the worlds leading enterprises and digital native companies. With over 9000 experts in 47 offices and innovation labs worldwide Encoras technology practices include Product Engineering & Development Cloud Services Quality Engineering DevSecOps Data & Analytics Digital Experience Cybersecurity and AI & LLM Engineering.

At Encora we hire professionals based solely on their skills and qualifications and do not discriminate based on age disability religion gender sexual orientation socioeconomic status or nationality.