IT Service Delivery Management (HR Portfolio)

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description The IT Service Delivery Management (HR Portfolio) is responsible for overseeing the delivery, performance, and continuous improvement of IT and business services in HR Portfolio. This role ensures that services are aligned with business needs, meet agreed service levels, and follow established governance frameworks. The position plays a key role in driving operational excellence, enhancing user experience, and leading service management processes such as incident, problem, change, and request management. Key Responsibilities Drive and optimize end-to-end service management operations, ensuring high availability, reliability, and performance of critical services. Execute and govern advanced incident, problem, and change management processes, acting as the definitive subject matter expert for complex resolutions. Design and analyze service performance metrics and KPIs, transforming data into actionable insights and strategic recommendations for IT leadership. Spearhead continuous service improvement (CSI) initiatives, identifying opportunities for deep process optimization, workflow automation, and efficiency gains. Partner extensively with cross-functional teams (IT, HR, Finance, vendors) to ensure seamless, integrated service delivery across the organization. Act as the primary escalation point and critical incident commander for major service disruptions, ensuring swift root-cause analysis and mitigation. Champion and enforce compliance with ITIL best practices, internal policies, and regulatory requirements across all operational frameworks. Govern vendor performance and manage relationships with third-party service providers to ensure strict adherence to Service Level Agreements (SLAs). Provide expert operational support during system implementations, upgrades, and deployments to guarantee a frictionless transition into the live environment. Drive user experience and satisfaction initiatives, proactively gathering feedback and translating it into tangible service enhancements. Qualifications Must Have: Bachelor’s degree in Information Technology, Business Administration, or related field Deep, hands-on experience configuring and utilizing enterprise service management tools (e.g., ServiceNow, Workday, Jira Service Management). Nice to Have: Advanced understanding and practical application of the ITIL framework (ITIL v4 certification is highly preferred). At least 1–2 years track record acting as a Senior Subject Matter Expert (SME) or Lead Individual Contributor driving complex ITSM processes. Skills & Competencies Influence without authority: Strong ability to guide, mentor, and align cross-functional peers and junior staff without direct reporting lines. Advanced problem-solving: Strategic and tactical decision-making abilities during high-pressure situations. Exceptional communication: Ability to translate complex technical concepts into clear business impacts for executive stakeholders. Strategic prioritization: Highly capable of managing multiple competing priorities and shifting scopes in a fast-paced environment. Analytical acumen: Strong capability in complex reporting, data analysis, and translating metrics into business-driven decisions. Process-obsessed: A relentless focus on continuous improvement, automation, and lean service delivery. Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.