Service Architect (Enterprise Service Management)

CLIENT PROFILE: Global technology organization establishing a Philippines-based Center of Excellence, seeking a Service Architect to design and govern enterprise services, drive ESM transformation, and shape service management standards across a global environment.

Location: Makati / Hybrid
Work Setup: 2 days onsite, 3 days work from home
Schedule: Dayshift

About the Role

We are looking for an experienced Service Architect to join a newly established technology Center of Excellence (COE) supporting a global organization.

This role will be responsible for designing, governing, and continuously improving Enterprise Service Management (ESM) services. You will work across business, architecture, delivery, operations, and support teams to ensure services are well-designed, measurable, reliable, and aligned with business requirements.

This is a service architecture and service design role, not purely an ITSM process or platform administration position.

KEY RESPONSIBILITIES:

Service Design & Architecture

• Design and maintain service architecture standards for the ESM environment.
• Design and evolve services based on business requirements and future needs.
• Translate business and operational requirements into scalable, supportable service designs.
• Apply principles such as modularity, scalability, security, observability, auditability, governance, and upgrade safety to service design.
• Ensure services are designed for long-term business value and operational sustainability.

Service Performance & Health

• Monitor service health through incidents, problems, availability, SLA and KPI performance.
• Identify service risks, recurring issues, and opportunities for proactive improvement.
• Use service performance data to drive service enhancements and operational improvements.

Service Lifecycle Management

• Manage services throughout their lifecycle, from design and implementation through BAU, improvement, and retirement.
• Establish operational readiness requirements before new or redesigned services go live.
• Coordinate service transition and ensure appropriate handover to operational support teams.
• Ensure service documentation, ownership, support arrangements, and governance requirements are established.

Governance & Risk Management

• Establish and maintain service governance standards, processes, controls, and documentation.
• Ensure services comply with relevant governance, security, risk, and compliance requirements.
• Assess risks and dependencies associated with service changes and new implementations.
• Work with stakeholders to ensure consistent adoption of service management practices.

Stakeholder & Cross-functional Collaboration

• Partner with business stakeholders to understand requirements and translate them into effective service designs.
• Collaborate with architecture, project delivery, IT operations, technical support, and vendors.
• Facilitate alignment between teams involved in designing, delivering, supporting, and improving services.
• Influence stakeholders across different functions and geographies without relying solely on direct authority.

Continuous Improvement

• Identify opportunities to improve service quality, efficiency, user experience, and operational performance.
• Analyze service data, user feedback, incidents, problems, and trends to identify improvement priorities.
• Promote service management best practices and new approaches to improve ESM maturity.

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5–7+ years of experience in IT Service Management, Service Architecture, Service Design, or related areas.
• Proven experience in ESM service design and service management.
• Strong knowledge of ITSM principles and ITIL, preferably ITIL v4.
• Experience with service performance management, SLA and KPI management.
• Experience in service lifecycle management and operational readiness/transition.
• Experience with modern ESM platforms such as ServiceNow, BMC Helix, or similar platforms.
• Experience in service governance, risk management, and compliance.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to influence and collaborate across business, technical, and operational teams.
• Strong cross-cultural communication skills and ability to work across geographies.

What We're Looking For

We are particularly interested in professionals who have personally designed and governed services, rather than experience limited to configuring or administering an ESM/ITSM platform.