IT Service Management (ITSM) Specialist

Manila, National Capital Region

Posted 10 days ago

Company:: Blaseek
Company Description:: Blaseek Recruitment offers comprehensive recruitment services across IT, Accounting, Engineering, and Commercial Business Support. With a wealth of industry experience, we connect top talent with businesses, ensuring a seamless and successful hiring process.
Contract Type:: Full Time
Experience Required:: 5 to 10 years
Education Level:: Bachelor’s Degree
Number of vacancies:: 1

Job Description

We are looking for an IT Service Management Specialist to take ownership of ITSM processes and drive improvements in a dynamic IT organization. In this role, you will be responsible for optimizing workflows, enhancing IT operations, and ensuring structured and efficient service management practices.

Key Responsibilities:
Govern ITSM processes across support, operations, and IT.
Act as the Product Owner for the ITSM platform, Freshservice.
Define and implement ITSM best practices, leveraging the ITIL framework.
Develop metrics, measurement points, and process roadmaps for continuous improvement.
Establish and manage SLA and OLA agreements with stakeholders.
Train and guide employees and management on ITSM principles.
Collaborate with internal teams and external vendors to optimize service delivery.

Qualifications:
5+ years of experience in ITSM implementation and management.
Strong knowledge of ITIL framework and IT service management best practices.
Experience with ITSM tools, preferably Freshservice.
Proven ability to develop and maintain IT processes.
Strong analytical and problem-solving skills.
Experience working in international or multicultural environments is a plus.

Work Setup:
Hybrid work model with up to 3 remote workdays per week after onboarding.
Collaboration with global teams and stakeholders.