IT Program Business Partner
- Taguig City, Metro Manila
- Permanent
- Full-time
⏰ Work Mode: Work From Office
💼 Role: IT Program Business PartnerResponsibilities:Serve as the primary point of contact to one of our largest IT accounts, ensuring seamless coordination between client stakeholders and internal teams.Oversee daily IT service desk & infrastructure operations, driving service excellence and timely ticket resolution in line with SLAs.Utilize operational expertise to analyze, monitor, and improve IT support processes, leveraging applications such as Freshservice, ServiceNow, Jira, or similar ITSM tools.Develop strong client relationships by clearly explaining IT concepts to both technical and non-technical stakeholders.Monitor account-specific KPIs, produce actionable reports, and identify opportunities for operational and technical improvements.Collaborate with onshore IT support teams to resolve escalations, proactively address risks, and optimize resource allocation within the account.Lead Weekly, Monthly, Quarterly & Annual service review meetings with clients, presenting performance data and recommendations in clear, IT-focused language.Stay informed about current IT trends, best practices, and technology advancements relevant to service desk operations and account performance.Drive process improvement initiatives within the service desk and across the broader IT account environment, ensuring best-in-class client service delivery.Provide guidance and mentorship to service desk staff, fostering a culture of technical excellence and continual learning.Provide support to the sales and marketing team by during pre-sales documentation and applying subject matter expertise to sales proposal development.Qualifications:Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent practical experience).5+ years of experience in IT service management, IT account management, or a similar client-facing IT role.Strong understanding of ITSM frameworks and hands-on experience with ServiceNow, Jira, or comparable IT service management platforms.Excellent analytical and problem-solving abilities; proven track record in intraday reporting and performance management.Exceptional communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.Demonstrated ability to build client relationships and work collaboratively in a fast-paced, dynamic environment.Familiarity with current IT trends, best practices, and an eagerness to stay informed about new technologies.Strong organizational skills with the ability to manage multiple tasks and priorities effectively.Leadership experience or demonstrated mentorship abilities within a service desk or IT support environment is an asset.ITIL, HDI, or other relevant IT certifications are highly desirable.#phhiring #ITProgram #BusinessPartner #ITClientRelationship #ITProjects #ITIL #ITSMFRameworks