Service Manager
Taguig, Metro Manila, Philippines
Service Manager
- 202601221
- Taguig, Metro Manila, Philippines
Description
Are you ready to lead the charge in transforming client-facing technology? We are seeking a dynamic and customer-centric Service Manager to provide top-notch service for clients and colleagues using our advanced technology. You'll engage with a global user base, ensuring their needs are met by coordinating with platform teams and stakeholders. Enjoy a strong work-life balance, remote/hybrid options, and a role requiring dependability, autonomy, adaptability and experience in end-user Service Management.
The Role
- Ensure defined Application Service Management processes are followed for Incident, Problem and Change Management
- Accountable to Lead Service Manager for reporting key performance and application service management metrics
- Provide input to Application and Service status including service health, availability, adherence to SLA’s, timely problem resolution, disaster recovery, performance and service change management
- Responsible for relationship management, ensuring Vendors/Partners are meeting SLA’s and escalating issues regarding performance to the Lead Service Manager and Service Owners
- Responsible for ensuring accurate maintenance of service entry in the Service Catalogue (CMDB)
- Review and keep updated key process and knowledge bases
- Responding to RFP and InfoSec requirements
- Being platform coordinator for incident management resolution bridge calls
Works closely with client technologies colleagues to ensure the platform functions as per agreed specifications
Qualifications
The Requirements
- Excellent verbal and written communication skills, with the ability to effectively communicate business and technical information across all levels of the organization, sensitive to the needs of unique audiences
- Competent in facilitating meetings and monitoring action items to completion
- Detail orientated, able to analyse and recognise themes and root causes of issues
- Experience of working in virtual teams
- Service Integration and Management (SIAM) certification preferred or ITIL 4 Foundation
- Exposure to ticket management tools e.g .ServiceNow, Jira, Remedy
- Good conceptual understanding and interest in Microsoft Azure technologies.
- Able to cover North America time-zone
WTW is an Equal Opportunity Employer
Contacto no solicitado
Cualquier currículum o perfil de candidato no solicitado enviado a través de nuestro sitio web o a las cuentas de correo electrónico personales de los empleados de Willis Towers Watson se considera propiedad de Willis Towers Watson y no está sujeto al pago de honorarios de agencia. Para ser una agencia de reclutamiento/empresa de búsqueda autorizada por Willis Towers Watson, dicha agencia debe tener un acuerdo escrito formal existente firmado por un reclutador autorizado de Willis Towers Watson y una relación de trabajo activa con la organización. Los currículums deben enviarse de acuerdo con nuestro proceso de presentación de candidatos, que incluye participar activamente en la búsqueda particular. Asimismo, para nuestras agencias de reclutamiento/empresas de búsqueda autorizadas, si no se sigue el proceso de presentación de candidatos, Willis Towers Watson no pagará honorarios de agencia. Willis Towers Watson es un empleador que ofrece igualdad de oportunidades. Si desea que guardemos su información de contacto para considerarla en el futuro, envíe un correo electrónico a: Agency.inquiries@willistowerswatson.com .
Nuestras oficinas
Nuestros colegas prestan servicios en más de 140 países y mercados en todo el mundo. Esto le da una dimensión global a todo lo que hacemos y crea muchas oportunidades interesantes para colaborar y crecer. Explore el mapa a continuación para ver a dónde podría llevarlo su carrera.
