Service Management Process Manager

**Company Description**

Accenture in the Philippines is a pioneer in Accenture's global delivery network.
Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services.
As part of Accenture's global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.
Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients' challenges.
Our inclusive, diverse and strong culture of equality helps us constantly drive innovation in the workplace.
By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.
The Service Management Process Manager ensures standardized methods and processes are driven across all capabilities, including client resolver groups and other stake holders, and the account management teams.
The process manager consistently drives identification of opportunities for continuous improvement and should be capable of supporting at least 2 of the 4 processes needed.
**Responsibilities**:

- Responsible for managing the process design, implementation and regular operation of at least 2 of the 4 identified IT Service Management Processes
- Conduct regular audits to ensure full compliance with the processes, SLAs, and determining potential areas for improvement
- Conduct process onboarding trainings and refreshers
- Regularly conduct process reviews, revisions and re-approvals, including the communication of process updates
- Take the lead to ensure smooth transition of IM, PM, CM and SLM process roll outs for new projects
- Manage and escalate if necessary any process-related issues in the delivery capabilities, including client capabilities when needed
- Analyze trends and determine a structured approach for preparing service improvement plans
- Provide monitoring and reporting against service improvement plan items
- Provide Account Teams with IM, PM, CM, and SLM process expertise for process engineering and service improvement in line with the ITSM frameworks
- Act as the lead for collaboration between the process teams, the account teams, and the tools team to ensure that the process requirements and improvements are realized into the tool specifications
- Understand the tool capabilities and limitations while at the same time ensuring that the ITSM process requirements are also satisfied
- Identification and management or mitigation of risks
- Qualifications/Experience/Skills required:

- Strong working knowledge of ITIL V3 Incident, Problem, Change and Service Level Management processes
- Excellent communications skills both written and verbal
- Strong analytical and decision making skills
- Strong presentation and customer facing skills including, but not limited to, conducting process trainings, refreshers, updates and negotiating approaches on how to address identified issues
- Strong meeting management skills - able to effectively organize, drive, control, and document meetings ensuring that the agenda and action items are clearly understood by the participants
- Excellent people management skills
- Excellent communications skills both written and verbal
- Good technical knowledge of Infrastructure Services
- Able to work effectively in a diverse and multi-cultural environment
- Able to work on a shifting schedule

**Join our high-performing team and enjoy these benefits**:

- Healthcare Insurance (HMO) & Life Insurance coverage from day 1 of employment
- Expanded maternity leave up to 120 days*
- Expanded paternity leave up to 30 days*
- Employee Stock Purchase Pan
- Loyalty and Christmas Gift
- Inclusion and Diversity Benefits
- Night Differential
- Allowances
- Car and housing plan
- Company-sponsored trainings like upskilling and certification
- Flexible Working Arrangements
- Healthy and Encouraging Work Environment

**TERMS AND CONDITIONS**

**Additional Information**:
The following documents will be asked as part of the pre-hiring requirements prior onboarding.
We recommend to prepare the requirements early to ensure on time onboarding.
Detailed discussion will take place during onboarding process as well as changes on the requirements as needed.
- Transcript of Records (TOR)
- Diploma (for graduates only) and/or Certificate of Graduation
- Certificate of Employment (COE) and/or SSS Employment History
- Government Documents:

- SSS ID and/or SSS Verification Form
- SSS Statement of Account (SOA)
- SSS Certificate of Contribution
- Pag-IBIG Member's Data Record (MDR)
- Philhealth ID and/or Philhealth Member Data Record (MDR)
- TIN ID and/or Processed BIR Form 1905 or any BIR documents reflecting your TIN and with BIR Stamped
- NSO Birth Certificate

**Salary**: Php28,000.00 - Php178,000.00 per month

Schedule:

- 8 ho