Pasig, Philippines

ITIL Process Lead

Full-time / part-time
Ortigas Avenue

Job description

As a result of continued growth, we have an exciting opportunity for an ITIL Process Support to join our global team. The role will report directly to the Head of Service Governance and will be a key member of the Group Technology team that will work mainly in the Change and Problem Management functions, and also some other ITIL process areas. The ITSM Team are responsible for the ITIL Change and Problem Management processes across the IQ-EQ Group, along with other progressing functions such as Service Transition.

The ITIL Process Support role will assist the ITIL Manager and ITIL Lead in Change Management and Problem Management functional areas. Ensuring both submitted Change Requests and Problem Records are updated, amended, actions progressed, ensuring all relevant detail is included, and following the processes that are in place.

Tasks (what does the role do on a day-to-day basis)


  • Assist ITIL Service Manager with Change Management administration activities as required
  • Assist ITIL Service Lead with Problem Management activities as required.
  • Attend Change advisory board
  • Attend Post Implementation Reviews
  • Attend Problem Review meetings
  • Checking Problem Record actions and activities are being progressed and the ITSM tool updated
  • Checking daily changes submitted have all the required information and detail to be assessed for approval
  • Provide cover as required for the ITIL Service Manager and ITIL Service Lead
  • Assist in Service Transition activities as required

Key competencies for position and level

  • Action Oriented – taking on new opportunities and challenges with a sense of urgency and enthusiasm
  • Communication – convey a clear understanding of the unique needs of different audiences
  • Collaborates
  • Being resilient – is confident under pressure.

Key behaviours we expect to see

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

  • Relationship building
  • Taking ownership
  • Prioritisation
  • Problem solving
  • Customer focus
  • Self-motivated
  • Flexibility


  • Some experience working in a service environment where ITIL service management principles and processes are implemented
  • Sufficient technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage
  • An understanding of the need for standards in IT and a willingness to achieve further formal ITIL qualifications if required
  • Confident use of the Microsoft Office toolset, email and web browsers
  • ITIL Framework – particularly activities of Incident, Problem Management, Change Management
  • Experience of communicating within technical support teams.
  • Possess the skills and the personality to operate effectively in a very fast-paced complex global business
  • Ability to prioritise workload
  • Customer Service and strong understanding and belief in delivering highly visible quality service

Additional information

At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.

Company description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide.

Apply now

To apply, please enter your details into the below form. If you experience any issues with this form, please click here to apply via our provider SmartRecruiters directly.

Allowed document formats are PDF, Word, RTF, JPG or PNG. Maximum file size 2MB.
Do you have the right to work in the location of the vacancy?

If you haven't uploaded a CV, please detail your experience and education.