IT Service Management Manager (Semiconductor/Power Electronics)

Position Summary

The Sr. Manager, IT Service Management is responsible for leading global IT service management capability, including service desk operations, incident and request management, escalation governance, knowledge management, service reporting, and continuous service improvement. This role owns the end-user service experience across corporate offices, shared services, and manufacturing sites, ensuring reliable, consistent, and measurable IT support aligned with business needs. The position partners with Infrastructure, Applications, Cybersecurity, Manufacturing IT, HR, Facilities, vendors, and business leaders to improve service quality, accelerate issue resolution, strengthen ITIL-based practices, and reduce operational disruption.

Responsibilities

• Lead the global IT Service Management function to deliver consistent, timely, and professional IT support across locations, business functions, and manufacturing environments.
• Own IT service performance management, including incident, request, escalation, backlog, first-contact resolution, service level attainment, user satisfaction, and operational health metrics.
• Establish, govern, and continuously improve ITSM processes, including incident management, request fulfilment, problem management, change coordination, knowledge management, service catalogue governance, and escalation models.
• Drive effective use of ServiceNow or designated ITSM platforms, ensuring ticket hygiene, accurate categorization, assignment accountability, SLA governance, queue management, dashboards, and reporting cadence.
• Partner with Infrastructure, Applications, Manufacturing IT, Cybersecurity, and business stakeholders to resolve high-impact incidents, manage recurring issues, and ensure clear communication during service disruptions.
• Build and lead a high-performing, globally distributed team through coaching, performance management, capability development, workload balancing, and clear accountability for service outcomes.
• Support onboarding, offboarding, endpoint support, collaboration tools, access coordination, VIP/executive support, and site support alignment with HR and regional IT teams.
• Manage vendor and managed service provider performance, including service quality, contract deliverables, operational reviews, escalation management, and cost-effective delivery.
• Develop and present executive-ready IT service delivery updates, including key metrics, risks, improvement plans, customer impact, and decisions required from leadership.
• Identify automation, self-service, knowledge management, and process simplification opportunities to improve user experience, reduce manual effort, and strengthen IT productivity.
• Ensure service delivery practices comply with policies, cybersecurity requirements, asset controls, data protection expectations, and applicable regional requirements.
• Support major IT initiatives, factory ramp readiness, infrastructure upgrades, enterprise application deployments, and business continuity activities by coordinating service readiness and support transition plans.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience required.
• With MBA or MIT has advantage.
• 10+ years of progressive IT experience, including 3–5 years in IT service management, service desk, IT operations, or service delivery leadership.
• Strong understanding of IT service management principles, ITIL practices, service desk operations, incident/request fulfilment, problem management, change coordination, and knowledge management.
• Demonstrated ability to improve service quality through metrics, root cause analysis, governance, process discipline, and continuous improvement.
• Experience with ServiceNow or comparable ITSM platforms, including dashboards, queues, SLA reporting, service catalogues, and knowledge base governance.
• Strong people leadership skills with the ability to lead global, regional, onsite, and remote support teams.
• Proven ability to manage high-priority incidents, executive escalations, service disruptions, and cross-functional resolution activities.
• Strong communication skills with the ability to engage end users, technical teams, vendors, plant leaders, and executive stakeholders.
• Experience managing vendors, managed service providers, operational reviews, service performance, and contract deliverables.
• Ability to support after-hours or weekend escalation, maintenance, or major incident coordination as required by business operations.
• ITIL certification or equivalent IT service management certification preferred.
• PMP, Agile, Lean Six Sigma, or similar process improvement certification is an advantage.
• Experience supporting manufacturing, industrial, semiconductor, or global shared-service environments.
• Experience with automation, self-service portals, virtual agents, knowledge-centered service, or service catalogue optimization.
• Experience developing executive-level operational dashboards and business-facing service performance reports.

Pay: Php150,000.00 - Php200,000.00 per month

Benefits:

• Company events
• Health insurance
• Life insurance
• Opportunities for promotion

Ability to commute/relocate:

• Cavite City, Cavite: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• How many years of IT service management, service desk, IT operations, or service delivery leadership experience do you have?
• This is onsite in Cavite. Are you amenable?

Education:

• Bachelor's (Preferred)

Experience:

• IT : 10 years (Preferred)
• Semiconductor Industry: 5 years (Preferred)
• developing executive-level operational dashboards: 3 years (Preferred)
• developing business-facing service performance reports: 3 years (Preferred)
• Power Electronics Industry: 5 years (Preferred)
• Manufacturing Technology Industry: 5 years (Preferred)
• Industrial Equipment Industries: 5 years (Preferred)

License/Certification:

• ITIL Certification or IT Service Management Certification (Preferred)
• Project Management Professional (PMP) Certification (Preferred)
• Agile Certification (Preferred)
• Lean Six Sigma Certification (Preferred)

Work Location: In person