IT Service Management Process Owner Sr

Skip to Content Sign In IT Service Management Process Owner Sr Req #23457 Philippines Apply Share Job Description Posted Tuesday, March 3, 2026 at 9:00 PM | Expires Monday, May 4, 2026 at 8:59 PM Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.  Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce. Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.   About the opportunity  We are seeking an IT Service Level Management Process Owner to establish and continuously improve Service Level Management (SLM) across our services environment. This role will define and standardize our IT services, build a scalable SLA/OLA framework, and run ongoing governance and continual improvement—leveraging ServiceNow as the system of record for service definitions, service performance reporting, and stakeholder review cadence. This is a process ownership, governance, and continuous improvement role. The role partners closely with infrastructure, workplace technology, application/platform teams, and service owners to drive measurable service outcomes. Skills and experience we value Service Definition & Service Portfolio/Catalog Lead the effort to define and document IT services end-to-end (purpose/value, customers, scope, service boundaries, dependencies, support model, hours, critical workflows, and ownership). Establish and maintain a consistent service taxonomy and standard service definition templates. Build/maintain the service portfolio and catalog structure in ServiceNow (e.g., service offering structure, ownership fields, support groups, relationships/dependencies). Partner with service owners to define service “health” measures: KPIs/SLIs, customer experience indicators, and operational measures (availability, reliability, request fulfillment performance, incident impact). Service Performance Reporting & Governance Design and run recurring service reviews (monthly/quarterly) with service owners and stakeholders, covering performance trends, breaches, root causes, and improvement plans. Build and maintain service performance dashboards in ServiceNow (and/or BI tools), enabling transparent reporting on: SLA/OLA attainment and trends Incident impact on services (MTTR/MTBF trends where applicable) Chronic issues and problem backlog health Request performance for service offerings Customer experience indicators (e.g., satisfaction where measured) Establish “single source of truth” reporting and definitions to eliminate metric ambiguity (“one set of numbers”). Continual Improvement & Standardization Maintain and prioritize a continual improvement backlog for service performance and governance maturity; track benefits and outcomes. Define policy/standards for introducing/changing/retiring services (operational readiness criteria, measurement readiness, ownership/RACI). Facilitate post-incident/service retrospectives focused on systemic improvements, ensuring actions are owned and completed. ServiceNow Enablement (ITSM tool of record) Partner with the ServiceNow platform team to configure/enhance capabilities that support SLM and service definition, such as: Service portfolio/catalog structures and ownership models SLA definitions, workflows, breach notifications, and reporting Service mapping/relationships (where used) to tie incidents/changes to services Consistent CI/service relationship hygiene needed for reliable reporting Act as the process voice-of-the-business for SLM requirements and backlog items related to ServiceNow. Skills and experience we value 5+ years in IT service management, service governance, SLM, or IT oper ... (truncated, view full listing at source)