Service Management Specialist

About the Job

Location: Makati

Work Arrangement: Hybrid

Our Information Technology team is looking for experienced professionals to join us in Makati as a Service Management Specialist.

In this role you will manage day-to-day incident and ticket delivery, ensuring adherence to ITIL processes, business SLAs, and quality standards, while overseeing operational tasks, reporting, and process improvements. You will also lead a team or initiatives as needed to ensure services and products are delivered efficiently and meet or exceed business expectations.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

• Take ownership of incidents and IT service delivery, making quick, high-impact decisions while prioritizing actions to minimize business disruption and customer impact.
• Lead cross-functional teams during incidents, following escalation protocols, managing conflicts, and maintaining composure under pressure.
• Plan, coordinate, and drive ITIL processes and operations, including issue classification, resolution, root cause analysis, and adherence to SLAs.
• Manage and update ITIL tools, processes, SOPs, and KEDB entries, ensuring accurate reporting and knowledge sharing across teams.
• Monitor ticket queues, track delivery targets, and escalate trends or risks to management while continuously improving efficiency and service quality.
• Participate in ITIL meetings, disaster recovery exercises, training sessions, and operational reviews to maintain operational readiness and compliance.
• Support capability development, track feedback, and contribute to team performance improvement through regular supervisor check-ins and documentation.

What we're looking for

• Bachelor's degree in either Computer Science, Information Technology, Engineering or any related field
• Minimum of 3 years experience in Incident/Problem Management or as a Service Desk Lead, with 1–2 years of ITIL experience and exposure to project management and third-party engagement
• Strong knowledge of ITIL Incident and Problem Management processes, with understanding of Change, Configuration, Capacity, and Availability processes
• Excellent communication, interpersonal, and collaborative skills, with the ability to engage stakeholders at all levels, resolve conflicts, and mentor teams effectively
• Analytical and problem-solving mindset, adaptable under pressure, with experience in continual service improvement and familiarity with Service Management frameworks

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth