Jacob Kahayon
Change Process Owner
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About
I am an Enterprise IT Service Management professional with 19+ years of experience across IT operations, ITIL-based service management, and enterprise governance roles.
My recent focus is on ITSM governance and practice ownership, covering Change, Incident, Request, Problem, and Knowledge Management within SAP-centric and multi-team environments. I work primarily in governance-focused roles—defining standards, decision frameworks, and KPIs; validating service performance and reporting integrity; and influencing consistency across teams without direct authority.
I have strong experience supporting major incident and change governance, partnering with ServiceNow platform teams to ensure workflows align with governance intent, and working with senior stakeholders through structured service reviews.
I am particularly effective in environments that require clarity, predictability, and disciplined service management across complex, cross-domain IT landscapes.
Experience
DXC Technology
Enterprise Change Process Owner / ITSM Governance Lead Jan 2025 – Present | Metro Manila, Philippines
● Acted as ITSM governance lead with primary ownership of Change Management and oversight across Incident, Request, Problem, and Knowledge Management processes
● Governed end-to-end Change Management processes within SAP-based enterprise environments, ensuring compliance with ITIL standards, risk assessment protocols, and audit requirements
● Facilitated Change Advisory Board (CAB) meetings, ensuring all changes are reviewed, documented, risk-assessed, and approved prior to implementation
● Established governance controls and approval discipline to strengthen change stability, minimize risk, and maintain service continuity
● Ensured SLA and KPI adherence for change activities, maintaining audit-ready documentation and compliance with IT General Controls (GITC)
● Coordinated with cross-functional teams including SAP functional teams, infrastructure, and business stakeholders across APAC and EMEA regions
● Collaborated with Incident and Problem Management teams to align change execution with service restoration and root cause resolution
● Led continuous improvement initiatives to enhance change success rates, process efficiency, and ITSM maturity
Incident & Service Request Process Owner Jan 2024 – Jan 2025 | Metro Manila, Philippines
● Managed Incident and Service Request processes in a global IT environment, ensuring timely resolution aligned with SLA commitments
● Coordinated with technical teams and business stakeholders to restore services and minimize operational impact
● Monitored ticket queues and enforced adherence to ITIL processes and operational procedures
● Facilitated communication between support teams and business users during high-priority incidents
● Conducted incident trend monitoring and reporting to identify recurring issues and support continuous improvement initiatives
● Ensured accuracy of ticket documentation and compliance across ITSM tools and workflows
Critical Incident Manager Apr 2023 – Jan 2024 | Metro Manila, Philippines
● Managed high-priority (Major/P1) incidents, ensuring timely coordination and service restoration to minimize business impact
● Led incident bridge calls, engaging cross-functional teams to drive resolution of major incidents
● Acted as central point of coordination throughout the incident lifecycle
● Ensuring clear communication to stakeholders and support teams
● Monitored incident escalations, progress, and resolution timelines to ensure SLA compliance
● Supported post-incident reviews and contributed to root cause analysis activities
● Ensured accurate incident documentation, reporting, and adherence to ITIL processes
Earlier IT Service Management & Operations Roles 2006 – 2023
● Progressively built experience across technical support, service operations, and ITSM governance within global enterprise environments
● Provided L1–L2 technical support for network and cloud-based applications, handling escalations, troubleshooting, and customer-facing issue resolution
● Advanced into Subject Matter Expert (SME) and SME Lead roles, handling complex technical incidents, mentoring teams, and improving troubleshooting standards
● Transitioned into Knowledge Management, leading the creation, maintenance, and optimization of ServiceNow knowledge articles to support service desk efficiency and consistency
● Led governance reporting and service performance analysis, producing daily, weekly, and monthly reports for ITSM compliance and operational decision-making
● Supported Incident Management processes through lifecycle quality checks, reporting, and coordination with multiple infrastructure towers
● Engaged with clients and stakeholders to support service improvement initiatives, reporting transparency, and operational alignment
● Built foundational experience that led to roles in Critical Incident Management and Change Process Ownership within DXC
Education
Technical Institute of the Philippines
- Bachelor of Science (BS) in Computer Engineering September 2003 - October 2006
Don Bosco Technical College, Mandaluyong
- Bachelor of Science (BS) in Computer Engineering June 2001 - September 2003
