ITSM Project Manager - PH

Role overview Coordinate IT service engagements and project work, with a focus on help desk and managed services delivery. The role connects project planning with daily service operations, balancing milestones and budgets with ticket queues, service levels, and stakeholder needs across multiple assignments.

Responsibilities - Coordinate project staff, tasks, vendors, and internal or external services to meet agreed objectives. - Use ITSM or ticketing tools to track tickets, monitor service level compliance, and escalate issues. - Support recurring help desk and managed service operations alongside fixed scope project work. - Maintain project plans, forecasts, budgets, requirements, risks, and documentation; manage deviations. - Oversee work through analysis, development, implementation, and maintenance of IT applications and systems, following applicable lifecycle, change, and compliance processes. - Communicate progress and issues to users, IT teams, and senior stakeholders; maintain task and time tracking.

Requirements - Bachelor’s degree in business, computer science, engineering, or a related field, or equivalent experience. - At least five years of project management experience, including IT service management or managed services exposure. - Working knowledge of ITIL/ITSM practices, including incident, problem, change, and service request management. - Hands-on experience with an ITSM platform and comfort with task and time tracking tools. - Experience with project budgeting, scheduling, documentation, business analysis, and stakeholder communication. - Ability to lead matrixed teams, manage multiple engagements, and work independently with strong organization and attention to detail. - Current residence in the Philippines, a suitable up-to-date computer, willingness to install endpoint protection, and availability during US Pacific business hours.

Nice to have - PMP, Agile, Six Sigma, or ITIL Foundation certification; experience with a PSA platform such as HaloPSA. - Managed service provider experience, exposure to multiple industries, and experience balancing fixed deliverables with ongoing service work.

Benefits and work setup - Remote, work-from-home position based in the Philippines, with hours aligned to the US Pacific schedule.