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Associate Manager, BPT Infrastructure & Operations (IT Process Management)

Makati City, Philippines Job ID 21480 Apply

As the Associate Manager, BPT Infrastructure & Operations (IT Process Management) you will be reporting to the Service Strategy and Development Manager. This role is responsible for the definition, implementation, management and maturity growth of the selected ITIL processes. The role ensures that day-to-day process execution is carried out in a timely and reliable way. The role is key in ensuring the services delivered through the BPT (Business, Process & Technology) operations has proper support provided from the level of owned process. It is expected to work in collaboration with all process managers and will focus on Process Management activities with a focus on, but not limited to Service Request Management and Knowledge Management.

Essential Duties and Responsibilities:

  • Management of the full lifecycle for assigned service/process components including related governance

  • Establish, document, maintain, and enforce the Service Request Management, Service Catalog Management, Knowledge Management

  • Manage the Service Requests demand, maintenance and development pipeline as well as the Service Catalog taxonomy and related elements of Cherwell teams (resolver and problem groups) and continually implement Knowledge-Centered Service methodology

  • Cooperate with I&O Ops Management team in the process related internal workload prioritization, also with the Service Owners to keep service definitions up-to-date, with the BRMs and Service Owners to make service entries clear for business users as well as with the Operations Tool Manager in KM platform support and assessment/development of future requirements.

Required Skills / Experience / Competencies:

  • Minimum 3-5 years of experience in IT operations and/or IT support roles

  • ITIL Intermediate Certificate at the area of the owned process.

  • Bachelor’s degree in Computer Science, IT, or equivalent experience.

  • Preferably with Project Management experience

Job Requirements:

  • Full Time

  • Dayshift

  • Flexibility to work off-shift time to support meetings (US hours) with BPT (Business, Process & Technology) & team.

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