(ITSM) Information Technology OR Service Delivery
NYGC Services, Inc. Manila Full-time
We're Hiring: ITSM Specialist | ITIL 4 | Service Delivery | Hybrid | Alabang
Location: Alabang, Muntinlupa (Hybrid – 3 Days Onsite)
Employment Type: Contract (6 Months, Extendable)
✔ Maintain ITSM policies, governance, standards, and workflows
✔ Monitor SLA, OLA, KPI, and service performance metrics
✔ Prepare executive dashboards and operational reports
✔ Drive continual service improvement and ITIL process maturity
✔ Manage CMDB integrity and ensure audit readiness
✔ Collaborate with Service Delivery Managers and business stakeholders
✔ Identify automation opportunities using AI and workflow automation tools
✔ Support service transition and operational readiness
Location: Alabang, Muntinlupa (Hybrid – 3 Days Onsite)
Employment Type: Contract (6 Months, Extendable)
Shift: Shifting Schedule
Are you an experienced ITSM Specialist with strong expertise in ITIL 4 and IT Service Management? Join our team and help drive service excellence, process improvement, governance, and automation initiatives across enterprise IT operations.
What You'll Do
✔ Lead Incident, Problem, Change, Request, Knowledge, and Configuration Management processes✔ Maintain ITSM policies, governance, standards, and workflows
✔ Monitor SLA, OLA, KPI, and service performance metrics
✔ Prepare executive dashboards and operational reports
✔ Drive continual service improvement and ITIL process maturity
✔ Manage CMDB integrity and ensure audit readiness
✔ Collaborate with Service Delivery Managers and business stakeholders
✔ Identify automation opportunities using AI and workflow automation tools
✔ Support service transition and operational readiness
✔ Mentor ITSM Analysts and process owners
Qualifications- Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field
- 5–8 years of experience in ITSM, Service Delivery, or IT Operations
- 2–3 years of leadership experience
- Strong knowledge of ITIL 4 principles and best practices
- Experience working in enterprise IT Service Management environments
- ITIL 4
- Incident Management
- Problem Management
- Change Management
- Request Management
- Configuration Management (CMDB)
- Knowledge Management
- SLA & KPI Management
- ITSM Tools (Help Desk Advanced/HDA or equivalent)
- Power BI
- Microsoft Excel
- Service Reporting
- AI & Automation (Copilot, Power Automate)
- Project Management
- CMMI
- Infrastructure & Application Support
- Lean / Continuous Improvement
- Leadership
- Stakeholder Management
- Communication Skills
- Customer Service Orientation
- Analytical & Problem-Solving Skills
- Process Improvement
- Team Collaboration
- Organizational Skills
Interested?
Send your updated resume to rah••••@nygci.us
Subject: ITSM Specialist Application
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