IT Service Management Specialist

Role: ITSM Specialist

Location: Alabang, Muntinlupa

We are looking for an experienced ITSM Specialist to lead the governance, implementation, and continuous improvement of IT Service Management (ITSM) processes within our Tech Services organization.

As the ITSM process owner, you will be responsible for driving service excellence by ensuring ITSM practices are aligned with ITIL standards and business objectives. You will work closely with Service Delivery Managers, technical teams, and business stakeholders to improve operational performance, strengthen service governance, and enhance customer satisfaction.

Key Responsibilities

• Lead the governance and continuous improvement of ITSM processes, including:

  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • Knowledge Management
  • Configuration Management (CMDB)

• Develop, maintain, and enforce ITSM policies, standards, procedures, and workflows.

• Monitor and drive compliance with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs).

• Prepare executive dashboards, service review reports, and operational performance metrics.

• Lead Continual Service Improvement (CSI) initiatives and process maturity programs aligned with ITIL and CMMI best practices.

• Ensure CMDB integrity, configuration item relationships, and audit readiness.

• Collaborate with Service Delivery Managers, Service Line Leads, and business stakeholders to improve service quality and operational efficiency.

• Identify and implement automation opportunities using AI, Microsoft Copilot, Power Automate, chatbots, and self-service capabilities.

• Support service transition, onboarding of new services, and operational readiness activities.

• Coach and mentor ITSM Analysts and process owners to promote best practices and continuous improvement.

Qualifications

Required Experience

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 5–8 years of experience in IT Service Management, Service Delivery, or IT Operations.
• At least 2–3 years of leadership or supervisory experience.
• Experience working in a multinational or shared services environment is an advantage.

Technical Skills

• Strong knowledge of ITIL 4 principles and ITSM best practices.

• Hands-on experience managing:

  • Incident Management
  • Problem Management
  • Change Management
  • Request Fulfillment
  • Knowledge Management
  • Configuration Management (CMDB)

• Experience with Help Desk Advanced (HDA), ServiceNow, or similar ITSM platforms.

• Strong understanding of SLA, KPI, and service performance management.

• Experience in IT process governance, compliance, and audit readiness.

• Proficiency in Microsoft Excel, Power BI, and reporting analytics.

• Experience in service transition and operational readiness.

• Knowledge of Continuous Improvement, Lean, or process maturity methodologies.

Preferred Qualifications

• Experience with Microsoft Copilot, Power Automate, AI, or chatbot technologies.
• Exposure to Project Management or PMO practices.
• Familiarity with CMMI for Services.
• Understanding of infrastructure and application support lifecycles.

What We're Looking For

• Strong leadership and stakeholder management skills.
• Excellent communication and presentation abilities.
• Customer-focused with a commitment to service excellence.
• Strong analytical and problem-solving skills.
• Self-motivated with a continuous improvement mindset.
• Ability to influence and drive change across cross-functional teams.
• Organized, adaptable, and able to manage multiple priorities in a fast-paced environment.

Key Performance Indicators (KPIs)

Success in this role will be measured through:

• SLA compliance
• Major Incident Resolution performance
• Customer Satisfaction (CSAT)
• Reduction in recurring problems
• CMDB accuracy and governance
• ITSM process maturity improvements
• Automation adoption and operational efficiency gains

Why Join GECO Asia?

• Work with global clients and enterprise-scale IT environments.
• Collaborate with experienced technology professionals across diverse industries.
• Gain exposure to modern ITSM practices, automation, and AI-driven service management.
• Enjoy opportunities for continuous learning, professional development, and career growth.
• Be part of a culture that values innovation, collaboration, and operational excellence.