ITIL Process Manager; Configuration Management

Work setup:
We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule:

Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hours

Employment type:

Permanent

Location:

Makati City, Metro Manila

Pay range: ₱90,000 to ₱122,000

We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable with this salary range to apply.

Reporting to the ITSM Process Team Manager, your key accountabilities will include:

• Leading and maturing the Configuration Management practice in line with ITIL and ISO 20000 standards, ensuring compliant and consistent delivery.
• Owning and optimising the CMDB, driving data accuracy, completeness, automation, and continuous improvement across the CI lifecycle.
• Developing and maintaining Configuration Management strategy, roadmap, policies, and process integrations with Change, Incident, Problem, and Release practices.
• Acting as the Configuration Management subject matter expert, partnering with service owners, technical teams, and stakeholders to promote best practice and adoption.
• Defining, monitoring, and reporting on KPIs, SLAs, audits, and insights to support informed decision‑making and process optimisation.

An ideal candidate has the following qualities:

• Demonstrates strong experience in operational Configuration Management within an ITIL‑based environment, with a focus on CMDB ownership and maturity.
• Exhibits in‑depth knowledge of ITIL principles, Configuration Management practices, and ISO 20000 compliance requirements.
• Demonstrates proficiency in ITSM and CMDB toolsets, including discovery, automation, data analysis, and CI lifecycle management.
• Exhibits effective stakeholder engagement, influencing, and communication skills across technical and non‑technical audiences.
• Shows ability to use reporting and analytics tools (e.g. Power BI) to deliver clear insights and drive service improvement.
• Displays initiative in leading continuous service improvement and process optimisation initiatives.

• Demonstrates knowledge and experience in Asset Management

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well‑being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well‑being programs
• Flexible schedule, hybrid work arrangement and work‑life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor‑fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.