IT Project & Services Management

Sun Life Financial; Indonesia; On-site; IDR 350,000,000 - 650,000,000; Full time

Job summary

Sun Life Financial is seeking a skilled Project & Services Manager to oversee infrastructure projects and service delivery. The role combines project management with accountability for service operations, ensuring timely completion of initiatives and optimal performance of IT services.

Ideal candidates bring 5+ years in project management and 3+ years in people management, with ITIL knowledge and experience across waterfall and agile methodologies.

Qualifications

• 5+ years of project management experience.
• 3+ years of people management experience.
• Experience delivering projects on time, within scope, and on budget.
• Experience with service operations and performance management.
• Experience in the financial services or insurance industry.
• Experience in matrix organizations or large enterprises.
• Familiarity with waterfall and agile methodologies.

Responsibilities

• Develop and oversee Infrastructure Project Management Plans.
• Define scope, timeline, budget, and resource needs.
• Monitor progress, risks, and issues; report status to leadership.
• Oversee IT infrastructure services and operations; ensure SLAs.
• Manage IT Change, Incident, Problem, Configuration, and Knowledge processes.
• Coordinate with technical teams to maintain system availability and performance.
• Collaborate with stakeholders and leadership; maintain relationships.
• Ensure documentation and audits are conducted and remediated.

Skills

Project management

People management

Service delivery

Performance management

Financial services experience

Matrix organization experience

Waterfall & Agile

Process improvement

Digital transformation

Tools

ITIL

PM tools

Job description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description

We are seeking a skilled Project & Services Manager to oversee infrastructure projects and service delivery. This role combines project management expertise with service delivery accountability, ensuring timely completion of initiatives and optimal performance of infrastructure services.

Preferred skills

• Minimum 5+ years of progressive experience in project management and/or service delivery
• Minimum 3 years of people management experience leading teams
• Proven track record of delivering projects on time, within scope, and on budget
• Experience with service operations and performance management
• Experience in the financial services or insurance industry
• Experience working in a matrix organization or large enterprise environment
• Background in both waterfall and agile project methodologies
• Experience implementing process improvement initiatives
• Experience with digital transformation or technology implementation projects

Qualifications

• 5+ years of project management experience
• Experience in IT infrastructure or related technical environments
• Knowledge and certification of IT Service Management frameworks (ITIL)
• Strong organizational and communication skills (Bahasa & English)
• Proficiency with project management tools and methodologies

Responsibilities

• Infrastructure Project Management Plan, initiate, and execute infrastructure projects from conception through completion
• Define project scope, timeline, budget, and resource requirements
• Monitor project progress and manage risks and issues
• Communicate project status to stakeholders and leadership
• IT Service Management (Change, Incident, Problem, Configuration, and Knowledge Management)
• Oversee day-to-day IT infrastructure services and operations
• Ensure service levels meet or exceed established SLAs
• Manage service requests and incident resolution
• Coordinate with technical teams to maintain system availability and performance
• Build and maintain relationships with internal and external stakeholders
• Provide regular reporting and updates on service metrics
• Address stakeholder concerns and escalations
• Audit Conduct and coordinate with IT Governance Risk & Compliance for audits
• Review compliance with audit standards and best practices
• Document audit findings and implement remediation actions
• Maintain audit records and reporting documentation
• Team Coordination Collaborate with IT, operations, and business teams
• Support resource planning and allocation
• Foster knowledge sharing and continuous improvement
• Documentation & Compliance Maintain project documentation and service records
• Ensure compliance with organizational policies and standards

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

Job Category: IT - Technology Services Posting End Date: 15/10/2026

Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.

Make life brighter

We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant. There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.

Shape the future

With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn.

At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter.

Join a top employer for a brighter future. Visit Sun Life Careers