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ITSM Lead

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An ITSM Lead role has opened at one of the biggest retail group in the Philippines.

An exciting opportunity has arisen for a seasoned Information Technology Service Management (ITSM) Lead to join a leading pan-Asian retail group. This role offers the chance to provide vision, thought leadership, governance and continuous improvement of IT Service Management within a dynamic and fast-paced environment. The successful candidate will be responsible for ensuring that all ITIL processes are understood and consistently adhered to by product/service owners throughout the IT department. This is an excellent opportunity to work in a supportive and collaborative team, where you can make a real impact on the efficiency and effectiveness of our IT services.

  • Leading pan-Asian retail group with over 10,200 outlets and annual sales exceeding US$27 billion.
  • Opportunity to provide vision, thought leadership, governance and continuous improvement of IT Service Management.
  • Supportive and collaborative team environment.

What you'll do:

As an Information Technology Service Management Lead, you will play a pivotal role in shaping the future of our IT services. You will be responsible for owning, promoting and governing all aspects of our IT Service Management. This includes Incident, Problem, Change and Service Level Management. Your role will involve driving standardisation, implementation and adoption in these disciplines while identifying areas for continuous improvement. You will also be tasked with defining, aligning and documenting Service Management processes with stakeholders across the business. This will form the backbone of our Group's ITIL framework. Furthermore, you will facilitate and govern IT Service Level/Object Level Agreements across multiple functions, businesses and partners. Your ability to track KPIs effectively will be crucial in this role as you will be expected to communicate these through management review meetings. Lastly, your leadership skills will come into play as you lead, mentor and develop a team of dedicated ITSM staff.

  • Own, promote & govern IT Service Management covering Incident, Problem, Change and Service Level Management.
  • Drive standardisation, implementation, adoption in the Service Management disciplines.
  • Identify areas for IT continuous improvements across the organisation.
  • Define, align and document Service Management processes with stakeholders across IT and businesses which will form the Group’s ITIL framework.
  • Facilitate and govern IT Service Level/Object Level Agreement across multiple functions, businesses and partners.
  • Partner with stakeholders to Define Key performance Indicator (KPI) for various IT Services.
  • Track KPIs and communicate through Management review meetings.
  • Manage exceptions to defined ITSM process when scenario warrants it.
  • Lead, mentor and develop a team of ITSM staff using a supportive and collaborative approach.

What you bring:

The ideal candidate for the Information Technology Service Management Lead role will bring a wealth of experience and knowledge to the table. You will have a degree in an IT related course and a minimum of 10 years' experience in various IT roles, with at least 5 years in an ITSM Management Position. Your extensive experience with Incident, Problem, Change and Service Level Management will be crucial in this role. You will also have a proven track record of timely tracking and analysing KPIs. Your understanding of the end-to-end IT software/system relationship and its process from concept to maintenance will be invaluable. Excellent verbal and written communication skills are essential as you will need to effectively communicate with peers and executive leaders. Strong logical analytical skills with agility towards problem-solving are also required. Experience in leading, coaching and empowering remote teams is a must, as is having up-to-date ITIL certifications.

  • Degree in an IT related course is essential.
  • Minimum of 10 years' experience in various IT roles, with at least 5 years in an ITSM Management Position.
  • Extensive experience with Incident, Problem, Change and Service Level Management.
  • Proven track record of timely tracking and analysing KPIs.
  • Understanding of the end-to-end IT software/system relationship and its process from concept to maintenance.
  • Excellent verbal and written communication skills.
  • Ability to effectively communicate with peers and executive leaders.
  • Strong logical analytical skills with agility towards problem-solving.
  • Experience in leading, coaching and empowering remote teams.
  • Up-to-date ITIL certifications.

What sets this company apart:

Our client is a leading pan-Asian retailer that operates over 10,200 outlets and employs some 230,000 people. In 2021 alone, they had total annual sales exceeding US$27 billion. They provide quality and value to Asian consumers by offering leading brands, a compelling retail experience and great service; all delivered through a strong store network supported by efficient supply chains. The company operates under several well-known brands across food, health and beauty, home furnishings, restaurants and other retailing. Their businesses are managed from Hong Kong through regional offices.

What's next:

Ready to take your career to new heights? Apply now!

Apply today by clicking on the link!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.

Contract Type: FULL_TIME

Specialism: Tech & Transformation

Focus: IT - Infrastructure

Industry: FMCG

Salary: Negotiable

Workplace Type: Hybrid

Experience Level: Senior Management

Location: Mandaluyong

Job Reference: MOLEY4-085AE7CD

Date posted: 03 June 2024

Consultant: Alyanna Nicole Abagat

Phone number: +63 2 88164972

alyanna.abagat@robertwalters.com

Alyanna Nicole Abagat

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