MediCard Phils., Inc. is one of the country's leading HMO and the only HMO founded and run by Doctors. Since its inception, the concept of service-oriented total health care has been the molding ideal of MediCard. The competition is vast, and the benefits being offered by the competitors are tempting. However, MEDICard has taken the lead in providing innovative and productive ideas that cut down the cost of health maintenance without compromising its quality.
MediCard now boasts of more than half a million members and over 54,000 accredited doctors in over 1,000 hospitals and clinics nationwide. It also operates 16 MediCard free-standing clinics that provide services at par with those offered by hospitals minus the confinement.
MediCard is currently looking for assertive, dynamic and energetic individuals to fill up the following vacancy:
The IT Service Management Consultant is responsible for overseeing the delivery of IT services to internal and external stakeholders, ensuring high levels of customer satisfaction, service quality, and operational efficiency. This role involves managing service desk operations, incident and problem management, service level agreements (SLAs), and continuous improvement initiatives.
DUTIES & RESPONSIBILITIES
Service Delivery & Operations
• Lead and manage the IT Service Desk team to ensure timely and effective resolution of incidents and service requests.
• Monitor and report on service performance against SLAs and KPIs.
• Ensure compliance with ITIL best practices in service management processes.
• Coordinate with infrastructure, application, and security teams to ensure seamless service delivery.
Incident, Problem & Change Management
• Oversee the incident management process to minimize service disruption.
• Manage problem investigations and root cause analysis to prevent recurrence.
• Facilitate change management processes to ensure controlled implementation of IT changes.
Customer & Stakeholder Engagement
• Act as the primary point of contact for service-related issues and escalations.
• Conduct regular service reviews with business units and stakeholders.
• Drive initiatives to improve user experience and satisfaction.
Continuous Improvement & Governance
• Identify opportunities for process optimization and automation.
• Maintain service documentation, knowledge base, and standard operating procedures.
• Ensure compliance with internal policies, regulatory requirements, and audit standards.
Team Leadership & Development
• Mentor and develop service desk staff, fostering a culture of accountability and excellence.
• Plan and manage staffing, training, and performance evaluations.
MINIMUM QUALIFICATIONS
• Education – Bachelor’s Degree on IT, Computer Science, or any related field
• Minimum of 5 years of experience in IT service management or related roles.
• Proven experience managing IT service desks or support teams.
• Certifications: ITIL Foundation (required); ITIL Intermediate or Expert (preferred). Microsoft, Cisco, or other relevant technical certifications are a plus.
• Technical / functional skills:
1. Strong understanding of ITIL framework and service management principles.
2. Excellent leadership, communication, and interpersonal skills. Proficient in service management tools (e.g., ServiceNow, Jira, ServiceDesk Plus).
3. Analytical mindset with problem-solving capabilities.
4. Ability to manage multiple priorities in a fast-paced environment.
• Business skills:
1. Excellent problem-solving skills and aptitude to learn new technologies with minimal learning curve period
2. Ability to work independently with minimal supervision and as a part of a team, and manage multiple tasks simultaneously
3. Excellent interpersonal skills using English both spoken and written
4. Strong analytical, communication, teamwork, and collaboration skills to interact with both technical and non-technical stakeholders
5. Proficient time and task management
6. Attention to detail and a passion for quality
At MediCard, we believe that diversity and inclusion are essential to fostering innovation, collaboration, and growth. We are committed to creating a workplace where everyone, regardless of gender, race, ethnicity, age, sexual orientation, disability, or any other characteristic, feels valued and empowered to contribute their unique perspectives and talents.
Our inclusive hiring practices ensure that we attract, hire, and retain the best talent from all backgrounds. We strive to provide equal opportunities for all candidates and promote a culture of respect, fairness, and transparency. We are dedicated to continuously improving our processes and policies to eliminate biases and barriers, ensuring that every employee has the support and resources they need to thrive.
MediCard is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join MediCard Now!
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