About Us:
GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.
💼 We’re Hiring: IT Service Management Specialist
The role will be responsible for ensuring service quality, operational excellence, process compliance, and continuous improvement in line with ITIL best practices and business requirements. The ITSM Specialist will work closely with service operations, service delivery teams, and business stakeholders to improve service performance and customer satisfaction.
🏢 Deployment Setup
🔁 Work Arrangement: Hybrid (3 days onsite / 2 days remote)
🕒 Schedule: Shifting
⚙️ Key Responsibilities
- Lead and continuously improve Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
- Develop and maintain ITSM policies, standards, procedures, workflows, and operating models.
- Monitor and drive compliance with SLA, OLA, KPI, and service performance targets.
- Prepare service dashboards, management reports, and operational performance reviews.
- Drive Continual Service Improvement (CSI) and ITSM process maturity initiatives.
- Govern CMDB accuracy, configuration items, relationships, and audit readiness.
- Collaborate with Service Delivery Managers, Service Line Leads, and business stakeholders to improve service outcomes.
- Identify opportunities for automation, AI, Copilot, Power Automate, chatbots, and self-service solutions.
- Support service transition, new service onboarding, and operational readiness activities.
- Provide leadership, coaching, and mentoring to ITSM analysts and process owners
💡 Technical Competencies
- 5–8 years of experience in ITSM, Service Delivery, IT Operations, or a related field.
- 2–3 years of leadership or team coordination experience.
- Strong knowledge of ITIL 4 principles and practices.
- Hands-on experience in Incident, Problem, Change, Request, CMDB, and Knowledge Management.
- Experience with Service Desk/ITSM platforms or equivalent tools.
- Strong knowledge of SLA, OLA, KPI, and service performance management.
- Experience in process governance, compliance, audit readiness, and continuous improvement.
- Proficiency in Microsoft Excel and Power BI for reporting and analytics.
- Experience with service transition and operational readiness.
- Knowledge of Lean, process maturity, or CMMI for Services is an advantage.
- Exposure to AI and automation technologies such as Microsoft Copilot, Power Automate, and chatbots is a plus.
🎓 Key Competencies
- Strong stakeholder management and communication skills
- Excellent analytical and problem-solving abilities
- Strong organizational and process management skills
- Customer-focused and continuous improvement mindset
- Ability to influence teams and drive organizational change
- Strong leadership and decision-making skills
- Ability to translate business requirements into practical operational improvements
- Experience working in an international and multicultural environment
🚀 Ready to make an impact?
Be part of a team that delivers world-class IT support, empowers users, and keeps business operations running smoothly.
📩 Apply now and help us provide seamless, reliable, and customer-focused service!
