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IT Service Management Office Lead

Salary undisclosed

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The IT Service Management Office (IT SMO) Lead will be responsible for overseeing and managing the IT Service Management (ITSM) processes across the organization. This role requires a strategic thinker with strong leadership skills and a deep understanding of CSDM (Common Service Data Model) and ITIL (Information Technology Infrastructure Library) principles. The IT SMO Lead will work closely with various IT teams, business units, and stakeholders to ensure that IT services are delivered effectively, efficiently, and in alignment with business needs.

KEY RESPONSIBILITIES:

Process Management

  • Develop, implement, and continuously improve ITSM processes based on ITIL best practices.
  • Ensure that IT services are aligned with business objectives and meet agreed-upon service levels.
  • Monitor and report on ITSM process performance, identifying areas for improvement and implementing corrective actions.
  • Integrate ITSM with ITAM IT Asset Management, ITOM IT Operations Management, IT Event Management.

Leadership and Collaboration

  • Convene a community of practice of ITSM professionals, providing guidance, mentorship, and support.
  • Collaborate with IT and business leaders to ensure that ITSM processes support organizational goals.
  • Facilitate communication and coordination between IT teams and other business units.

Service Delivery

  • Oversee the delivery of IT services, ensuring that they meet or exceed customer expectations.
  • Manage service level agreements (SLAs) and ensure compliance with agreed-upon metrics.
  • Coordinate with service owners to ensure that services are delivered efficiently and effectively.
  • Drive the Service Management roadmap across people, processes and tools.

Continuous Improvement

  • Identify opportunities for process optimization and implement changes to improve efficiency and effectiveness.
  • updating the service portfolio, SLAs, and service catalog to keep them current and relevant for their customers.
  • Stay current with industry trends and best practices, incorporating them into ITSM processes as appropriate.
  • Drive a culture of continuous improvement within the ITSM team and across the organization.

QUALIFICATIONS:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • Minimum of 5-7 years of experience in IT service management, with at least 2 years in a leadership role.
  • ITIL certification (Foundation level or higher) is required.
  • Strong understanding of ITSM tools and technologies.
  • Excellent communication, leadership, and interpersonal skills.
  • Proven ability to manage multiple projects and priorities in a fast-paced environment.
  • Strong problem-solving and analytical skills.

Preferred Qualifications

  • Experience with ITSM software (e.g., ServiceNow, BMC Remedy).
  • Advanced ITIL certifications (e.g., ITIL Practitioner, ITIL Expert).
  • Experience in Agile or DevOps environments
  • Project management certification (e.g., PMP, PRINCE2).

Work Environment

Work is hybrid with 2 fixed work from home days. Office location is in 44/F Robinsons Equitable Tower, ADB Avenue, Pasig City.

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