SIAM Service Manager

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

As a Service Integration and Management (SIAM) Manager to lead and coordinate end-to-end IT service management across our integrated client and IBM Service Management ecosystem. The successful candidate will own the full lifecycle of service management disciplines — ensuring that incident, problem, change, release, service request, MIM, service reporting, service performance, disaster recovery planning, configuration management, and knowledge management processes are consistently delivered to agreed standards. This role sits at the heart of a multi-supplier environment, acting as the single point of accountability for service quality, governance, and continuous improvement across all service towers and vendor partners. Major Incident Management (MIM) Act as Major Incident Manager, leading bridge calls and coordinating cross-functional resolver groups during P1/P2 incidents. Declare, manage, and close major incidents in line with agreed MIM procedures and SLAs. Ensure timely stakeholder communications and executive-level status updates throughout major incidents. Conduct post-major-incident reviews (PMIR) and drive action closure. Maintain and continuously improve the MIM playbook and escalation matrix. Incident Management Own the end-to-end incident management process across all service towers and supplier interfaces. Monitor incident queues, SLA adherence, and escalation triggers across client and IBM platforms. Drive consistent incident classification, prioritization, and resolution quality. Provide regular reporting on incident volumes, trends, breach analysis, and remediation actions. Act as escalation point for unresolved or recurring incidents. Problem Management Lead proactive and reactive problem management to identify root causes and prevent incident recurrence. Maintain the Known Error Database (KEDB) and ensure workarounds are documented and accessible. Facilitate problem review boards (PRBs) with technical and business stakeholders. Track and report on open problems, ageing items, and effectiveness of permanent fixes. Collaborate with architecture and engineering teams to drive systemic improvements. Change Management Chair or support the Change Advisory Board (CAB) and Emergency CAB (ECAB) processes. Review, assess, and approve standard, normal, and emergency changes in line with risk frameworks. Ensure change records are complete, accurate, and traceable from request through to post implementation review. Monitor change success rates, failed changes, and unplanned outages attributable to change. Maintain and communicate the Forward Schedule of Change (FSC). Release Management Oversee the release and deployment management process to ensure controlled and coordinated rollouts. Coordinate release schedules across development, operations, and vendor teams. Ensure release packages are tested, approved, and aligned with change records prior to deployment. Track and report on release success rates, rollback events, and release-related incidents. Service Request Management Manage the service request fulfillment process, ensuring requests are logged, categorized, and fulfilled within agreed SLAs. Work with service desk and fulfillment teams to maintain request catalogues and automation opportunities. Monitor request backlogs and drive continuous improvement in fulfillment efficiency. Ensure customer satisfaction measurement is embedded in the service request process. Service Reporting Produce and distribute regular service performance reports (weekly, monthly, quarterly) to internal and external stakeholders. Define and maintain the service reporting framework, including metrics, KPIs, and reporting templates. Analyze report data to identify trends, risks, and opportunities for service improvement. Present service performance at governance forums and operational review meetings. Ensure data accuracy and integrity across all ITSM tooling and reporting platforms. Service Performance & Continual Service Improvement (CSI) Define, baseline, and monitor service performance targets (SLAs, OLAs, KPIs) across all service management disciplines. Lead the Continual Service Improvement (CSI) register, prioritizing and tracking improvement initiatives. Facilitate service review meetings with IBM, Cient, and internal stakeholders. Identify and address performance gaps, driving corrective actions through the appropriate management channels. Disaster Recovery and Planning Oversee the IT service continuity and disaster recovery planning process within the service management framework. Coordinate DR test schedules, document outcomes, and drive remediation of identified gaps. Ensure DR plans are aligned with business continuity requirements and regularly reviewed. Liaise with IBM, Client, and internal IT teams to validate recovery capability and RTOs/RPOs. Knowledge Management Own the knowledge management strategy, ensuring that service knowledge is captured, curated, and accessible. Maintain and govern the service knowledge base, including known errors, SOPs, and resolution guides Drive a knowledge-sharing culture across service desk, resolver groups, and vendor teams. Measure knowledge article effectiveness and drive improvements in self-service and first-contact resolution Governance, Vendor Management & Collaboration Serve as the primary SIAM point of contact between Client's IT, IBM Service Management, and other service providers. Facilitate integrated service governance forums and multi-supplier operational review meetings. Ensure contractual service obligations (SLAs/OLAs/UCs) are monitored and performance is reported. Escalate service issues to vendor management and contract owners where SLA breaches or risks are identified. Support onboarding of new service providers into the SIAM framework. 5+ years of experience in IT service management, with at least 3 years in a SIAM, Service Manager, or equivalent leadership role. Demonstrable experience managing service management in a multi-supplier or outsourced environment. Proven track record managing MIM, incident, problem, change, and service reporting functions. Experience working within IBM Service Management frameworks and/or Client environments is highly desirable. Deep knowledge of ITIL v4 service management processes across all lifecycle stages. Proficiency with ITSM tooling (e.g. ServiceNow, BMC Remedy, Maximo, or equivalent). Certifications: ITIL 4 Foundation ITIL 4 Managing Professional or equivalent ITIL 4 Strategic Leader SIAM Foundation or Professional (EXIN/BCS) ISO/IEC 20000 Lead Implementer / Auditor Lean IT or Six Sigma (Green Belt+) ServiceNow CSA / ITSM Implementation Philippines Project Management Hybrid Professional QUEZON CITY, PH