APAC IT Service Management Specialist

Sun Life; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Sun Life in the Philippines seeks a Technology Service Management Specialist to strengthen operational discipline and change control maturity across APAC. You will drive ITIL-aligned practices, improve incident response quality, and ensure governance for reliable CTO APAC services.

You will collaborate with infrastructure, applications, cyber, market IT, service desk, and vendor teams to deliver governance, reporting, and continuous improvement, reducing repeat incidents and providing auditable

Qualifications

• Practical knowledge of ITIL practices, especially Incident, Major Incident, Change and Problem Management.
• Ability to work in a structured way, maintain records, and follow processes.
• Experience supporting live technology incidents and coordinating teams.
• Familiarity with production change governance, risk assessment, and implementation planning.
• Support root cause analysis, recurring issue tracking, and corrective action
• Strong reporting, data handling, and structured operational insight.
• Clear written and verbal communication for business relevance.
• Ability to manage stakeholders across teams and markets.
• Disciplined evidence capture and control awareness.
• Working knowledge of infrastructure, cloud, networks, and cybersecurity.

Responsibilities

• Major Incident Management: coordinate incidents across APAC tech services with triage and action tracking.
• Change Management: assess and support production changes with risk and readiness.
• Problem Management: log, track and close problems from incidents and defects.
• Service Governance: maintain records, trackers, and audit-ready evidence.
• Operational Reporting: produce KPI/ SLA data and trend insights.
• Stakeholder Coordination: work with multiple teams to drive timely resolution.
• Continuous Improvement: identify process simplifications and automation opportunities.
• Risk and Control Discipline: support policy compliance and governance requirements.
• Service Readiness: ensure documentation and ownership before go-live.

Skills

ITIL practices

Operational discipline

Incident coordination

Change control understanding

Problem management execution

Reporting and data quality

Communication skills

Stakeholder management

Audit and evidence mindset

Technology awareness

Tools

Excel

PowerPoint

Dashboards

Service management tools

Job description

Sun Life in the Philippines seeks a Technology Service Management Specialist to strengthen operational discipline and change control maturity across APAC. You will drive ITIL-aligned practices, improve incident response quality, and ensure governance for reliable CTO APAC services.

You will collaborate with infrastructure, applications, cyber, market IT, service desk, and vendor teams to deliver governance, reporting, and continuous improvement, reducing repeat incidents and providing auditable