ITSM Process Owner - Hybrid - BGC - Up to 100K
At WeSource · Taguig, NCR, Philippines
- Full-time
Where you’ll work
Hybrid, based in Taguig
“Taguig, NCR, Philippines”
From the location.
“ITSM Process Owner - Hybrid - BGC - Up to 100K”
From the job title.
Hybrid means some days in the office. The listing says how many, and where.
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- First seen by us
- 15 October 2026
- Last checked
- 22 hours ago
Job description
From WeSource’s job post, as they wrote it.
The Role (Rotating Shift)
* Design and deliver a set of standardized processes across the group to deliver quality business services to achieve consistent results across IT and business technology
* Design and deliver automated workflows for each process
* Drive the reduction of service outages through Change
* Promote self-service through the development of Knowledge
* Expand communication across the group to better inform the end user community with a consistent story using our ITSM tool, Heed, email, and Intranet articles
Read the full description
* Engage with the customer community via outreach programs for technology awareness, knowledge enhancement, and IT communications.
* Drive the development of SMART metrics from the standardized processes to measure quality of service and identify areas which need improvement
* Drive the development of Service Delivery Dashboards for IT stakeholders to review the effectiveness of defined processes
* Compliance ownership for SOC, SOx and SOC2 related to Incident and Change Management
* Standardized ITSM processes enable automated reporting capabilities to address compliance requirements including new business client requests and internal/external audit requirements
The Requirements
* Bachelors degree in Information Technology, Computer Science, or a related field
* 3-5 years prior experience in a process ownership role or manager of a service governance organization
* Previously led horizontal organization responsible for the development, revision, and execution of operational level ITSM processes
* Lifecycle management of ITSM processes at the enterprise level
* Ability to operationalize business specific processes into an ITSM support model
* Retain neutral position during process design, revision, and continuous improvement
* Lead process owners to ensure completeness, accuracy, and quality of ITSM processes
* Demonstrated IT service operations management leadership within a Fortune 500 scale operation or major international service solutions provider in a global 24 x 7 service delivery environment.
* Ability to quickly understand the applicability of industry best practices at the organization and tower level.
* Experience leading a managing ITSM processes in a matrixed management environment.
* Demonstrated ability to apply governance, regulatory / legal, and financial constraints to enterprise service management.
* Balance the interest of the enterprise and operational design in continuous improvement activities. Prior experience working in a hybrid support model with portion outsourced and portion insourced.
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