Senior TSM Enablement Consultant

Senior ITSM Enablement Consultant

Engagement: Independent Contractor

Timeframe: 6 to 12 months

Our client is seeking a Senior ITSM Enablement Consultant to support the continual improvement of Incident, Problem, and Change Management practices across a global technology organization. This role will serve as a trusted advisor to Technology and Engineering leaders, driving service reliability initiatives, facilitating Root Cause Analysis (RCA) reviews, and providing governance, reporting, and stakeholder engagement support. The successful candidate will combine deep IT Service Management expertise with strong analytical, facilitation, and communication skills to help drive operational excellence, prevent recurring issues, and advance organizational maturity.

Key Responsibilities:

ITSM Governance & Process Enablement

• Provide subject matter expertise for Incident, Problem, and Change Management processes.
• Partner with Technology and Engineering teams to improve process adoption, governance, and operational effectiveness.
• Support continual service improvement initiatives and operational maturity programs.

RCA Leadership & Escalation Coordination

• Serve as an escalation point for high-impact incidents requiring expedited Root Cause Analysis (RCA) reviews.
• Facilitate Post-Incident Reviews (PIRs) and drive cross-functional coordination to identify root causes and remediation strategies.
• Track and communicate corrective and preventative actions through resolution.
• Identify recurring trends, systemic issues, and service reliability risks.

Client Engagement & Executive Communications

• Present Root Cause Analysis findings to clients, executive leadership, and key stakeholders.
• Participate in Quarterly Business Reviews (QBRs) and client-facing service review meetings as the ITSM representative.
• Translate complex technical issues into clear, business-focused communications.
• Build trusted relationships with internal and external stakeholders through professional consultation and effective communication.

Reporting & Analytics

• Develop and maintain KPI reporting, dashboards, and performance metrics.
• Analyze incident, problem, and service management data to identify trends and opportunities for improvement.
• Deliver executive-ready reporting and service health insights.

Process Improvement & Innovation

• Recommend and support process simplification, automation, and AI-enabled service management opportunities.
• Drive initiatives that improve operational efficiency, consistency, and service quality.

Required Qualifications

• 7+ years of experience in IT Service Management, IT Operations, or Service Reliability functions.
• Deep expertise in Incident, Problem, and Change Management practices.
• Proven experience facilitating Root Cause Analysis (RCA) and Post-Incident Review (PIR) sessions.
• Strong experience presenting technical findings to executive and client audiences.
• Excellent verbal, written, and presentation skills.
• Demonstrated ability to manage multiple priorities and drive cross-functional collaboration.
• Strong analytical and data interpretation capabilities.

Preferred Qualifications

• ITIL v4 Certification.
• Experience within large enterprise or managed services environments.
• Experience working with enterprise ITSM ticketing, workflow, and service management tools.
• reporting/analytics experience.
• Experience supporting client-facing service reviews and Quarterly Business Reviews (QBRs).
• Knowledge of automation and AI-driven service management capabilities.

Ideal Candidate Profile

• The ideal candidate is a strategic Sr. ITSM resource who can confidently engage with both technical teams and executive stakeholders. They possess strong facilitation skills, excel at driving accountability through RCA processes, and can clearly articulate technical issues, business impact, remediation actions, and service improvement strategies to client and leadership audiences. They are comfortable leading a root cause review, presenting during a client QBR, developing executive dashboards, and identifying opportunities to modernize service management through automation and continuous improvement.

Benefits:

• PTO credits accrued monthly
• HMO on day 1

Pay: Php120,000.00 - Php200,000.00 per month

Benefits:

• Additional leave

Work Location: Hybrid remote in Clark Freeport Zone