Service Management Senior Specialist

Job Mission and Job Description This position contributes to Starbucks Philippines success by ensuring the delivery of high-quality, reliable, and business-aligned IT services by implementing and continuously improving IT Service Management (ITSM) processes based on ITIL best practices. The role is responsible for driving operational excellence, minimizing service disruptions, strengthening governance and risk controls, and enhancing customer experience through effective incident, problem, and change management. Models and acts in accordance with Starbucks mission and values. Skills Required In-depth understanding of the ITIL framework and best practices, including service strategy, design, transition, operation, and continual service improvement. Handles incident, problem and change management and its processes Proven ability to lead and mentor ITSM teams, fostering a collaborative environment and promoting accountability. Strong skills in analyzing and enhancing IT service management processes to drive efficiency and improve service quality. Excellent verbal and written communication abilities, capable of effectively engaging with both technical and non-technical stakeholders. Proficient in analytical and problem-solving techniques to identify issues, derive insights from data, and make informed decisions. Basic project management skills to oversee ITSM initiatives, including planning, execution, and monitoring. Familiarity with ITSM tools and a solid understanding of IT infrastructure concepts. Strong commitment to customer service and user experience, ensuring IT services align with business needs. Knowledge of change management processes to implement changes to IT services with minimal disruption. Ability to work cross-functionally with IT teams, business units, and external vendors to drive service improvements. Skills in conducting training sessions and developing staff on ITSM practices and tools. Understanding of risk assessment and mitigation strategies in the context of IT services. Qualifications Bachelor’s degree in computer science or a related field with certification in ITIL Minimum 4 years of work experience with at least 2 years of relevant and related experience in a similar role or industry Must be amenable to a hybrid work set-up (3x a week in-office) Must be willing to work in Makati City What We Offer · Opportunity to shape and enhance the organization’s service management capabilities and practices. · Highly visible role partnering closely with leadership and cross-functional operational teams. · Clear pathway for career progression into senior specialist or service management leadership roles. · Perks upon hire: o Full government-mandated benefits o Partner Perks : Enjoy your Employee Bean (take-home coffee beans!) o Exclusive partner discounts o Access to our Partner Support Line for assistance · Perks upon regularization: o Healthcare Coverage : Intellicare and AVEGA, plus eyewear subsidy o Leave Benefits : 30 days paid time off annually, with up to 10 unused days convertible to cash in December o Gratuity Plan : Financial assistance for retirement, disability, or death after one year of service o Extra Partner Perks : 20% discount at Rustan’s and select SSI stores, plus Royal Duty Free purchases via payroll deduction