Service and Incident Manager
Salary: ₱54,000 – ₱80,000 per month
About the role
The Service & Incident Manager ensures the reliable delivery of IT/web services to clients while also leading the response to critical incidents. This role balances operational firefighting with strategic service governance — driving incident resolution, service quality, SLA compliance, and continuous improvement. The role requires both strong technical coordination skills and the ability to manage client/vendor relationships.
Key responsibilities
Lead the response to major incidents and outages, coordinating across technical and support teams
Act as the single point of contact (SPOC) for incident escalation
Ensure clear communication and timely updates to stakeholders during incidents
Drive post-incident reviews and root cause analysis (RCA)
Maintain incident records, reports, and lessons learned for continuous improvement
Own and govern the service delivery framework (SLA, KPI, OLA management)
Ensure services are delivered consistently and within agreed performance targets
Conduct regular service reviews with clients and/or business stakeholders
Work with vendors/partners to ensure out-of-scope areas (power, ISP, hosting, etc.) meet agreed SLAs
Develop and maintain service documentation, playbooks, and escalation procedures
About you
Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
3+ years of experience in IT service operations, incident management, or service delivery
Familiarity with ITIL (Incident, Problem, Change, Service Delivery)
Strong understanding of web service infrastructure, monitoring, and support processes
Excellent communication, stakeholder management, and crisis-handling skills
Ability to balance technical detail with business-level communication