.svg)
eClerx
Senior Process Manager
Senior Process Manager at eClerx (Manila). Lead IT End User Support strategy, Service Desk operations, team management, vendor relations, and digital workplace initiatives. ServiceNow ITSM expertise required. 5+ IT years, 3+ leadership experience.
Senior
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
DevOps
ServiceNow Certifications (nice to have):
Job description
Posted on:
November 13, 2025
The Senior Process Manager will lead the development and execution of IT End User Support strategy, drive digital workplace initiatives, and oversee daily operations of Service Desk, Desktop Support, and Support teams.
Requirements
- Develop and execute IT End User Support strategy
- Drive digital workplace initiatives
- Oversee daily operations of Service Desk, Desktop Support, and Support teams
- Ensure 24x7 availability of IT support services
- Manage asset lifecycle processes
- Coordinate rollout of upgrades, migrations, and infrastructure changes
- Enforce IT policies, security standards, and compliance with global client and internal audit requirements
- Lead and mentor a diverse team of IT professionals
- Drive team engagement, performance reviews, and training programs
- Manage vendor relationships for IT equipment, managed services, and third-party support providers
- Identify automation and self-service opportunities
- Regularly review user feedback and satisfaction scores
Benefits
- Competitive salary
- Benefits package
- Opportunities for career growth and development
Requirements Summary
Minimum 5 years of experience in IT, 3+ years of experience in a leadership role
