IT Service Management Specialist

Wrist Service Center Manila is looking for an IT Service Management Specialist who will play a central role in shaping and improving our IT processes. You will take ownership of the ITSM area and help drive the development of structured workflows and management practices across our IT organization. Working closely with management, operations, and cybersecurity teams, you will focus on enhancing process maturity and supporting a well-functioning IT setup.

You will be collaborating with both local and international colleagues, ensuring consistent and effective service delivery across the organization. The role is based in our Manila office, reporting to the IT Director locally and functionally to the Head of Infrastructure and Operations in Denmark.

What you'll be doing:

• Process governance for ITSM processes in support, operations, and the rest of the IT organization, including prioritization and forward-looking process roadmap 
• Product owner of the ITSM system, Freshservice. 
• Representing the ITSM perspective in the IT organization's Operating Model 
• Establishing metrics and setting up measurement points for ITSM processes 
• Establishing pragmatic concepts for expectation management with internal stakeholders/customers (SLA, OLA, etc.) 
• Design, implementation, and continuous improvement of specific processes and their tool support (Freshservice and other tools) 
• Training, guidance, and coaching of employees as well as managers in good practice 
• Establishing and maintaining collaboration mechanisms (processes) with external subcontractors 
• Contributing to and promoting the development of a continuous improvement mindset and culture

What we're looking for:

• You have at least 5 years of experience with implementing and managing IT processes in a larger IT organization 
• You have deep knowledge of IT Service Management in theory (ITIL, etc.) and practice, including the parts that are more operational (e.g., configuration, event, deployment) and development -related 
• You have experience with ITSM products and will be able to be the organization's overall responsible for the platform's use and development in the organisation 
• You have ITIL 4 certification (minimum Foundation level) but preferred an ITIL 4 Managing Professional certified or higher
• You have experience with major ITSM platforms (ServiceNow, Jira Service Management, etc.)
• You have project management experience or certification (PMP, Prince2)
• You have knowledge of DevOps practices and tools
• You have experience with IT service continuity planning
• You have background in technology operations or support functions
• You have contributed to process work, both in terms of agreement- making and ongoing management of the collaboration relationship 
• You are able to contribute to implementation through concrete guidance and coaching of colleagues towards appropriate behavior 
• Experience from Danish or European companies and culture is a plus

Location: Times Plaza Building, U.N. Avenue corner Taft Avenue, Manila

Work Set-up: Hybrid

At Wrist, we are committed to cultivating a culture of belonging where every individual feels seen, valued, and respected.

As a global company, we aim to reflect the communities we are part of, believing that our strength comes from diverse perspectives, experiences, and the unique contributions each person offers.
We welcome applications from all qualified candidates, and we are dedicated to maintaining a recruitment process that is inclusive, fair, and respectful.

By fostering a supportive workplace culture rooted in belonging, we lay the foundation for meaningful collaboration and shared success.