Service Manager

Taguig, Metro Manila, Philippines

Service Manager

  • 202601221
  • Taguig, Metro Manila, Philippines
  • Full time
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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

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Unsolicited Contact

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. If you would like to have your contact information saved for future consideration, please email: Agency.inquiries@willistowerswatson.com.

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