APAC IT Service Management Specialist

sunlife; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Sun Life is seeking a Technology Service Management Specialist to strengthen operational discipline, service resilience, and change control maturity across CTO APAC. The role leads ITIL-aligned practices in incident, change, and problem management to ensure stable services, auditable evidence, and clear stakeholder coordination.

This hands-on role emphasizes structured execution, incident response quality, governance, and continuous improvement to reduce repeat incidents and strengthen service

Qualifications

• ITIL practices: incident, major incident, change and problem management
• Structured way of working, keep records, closure of actions
• Experience coordinating live technology incidents and teams
• Familiarity with production change governance and risk assessment
• Root cause analysis, tracking corrective actions
• Strong reporting and data quality capabilities

Responsibilities

• Major Incident Management: coordinate incidents across APAC tech services
• Change Management: review, assess, and support production changes
• Problem Management: log, track and close problems from incidents
• Service Governance: maintain action trackers and audit-ready evidence
• Operational Reporting: deliver KPI, SLA, incident, change, and problem reports
• Stakeholder Coordination: work with infra, apps, cyber, market IT, service desk and vendors
• Continuous Improvement: simplify processes and automate reporting
• Risk and Control Discipline: support policies and change governance
• Service Readiness: contribute to readiness reviews for new/changed services

Skills

ITIL practices

Operational discipline

Incident coordination

Change control understanding

Problem management execution

Reporting and data quality

Tools

Excel

PowerPoint

Job description

Sun Life is seeking a Technology Service Management Specialist to strengthen operational discipline, service resilience, and change control maturity across CTO APAC. The role leads ITIL-aligned practices in incident, change, and problem management to ensure stable services, auditable evidence, and clear stakeholder coordination.

This hands-on role emphasizes structured execution, incident response quality, governance, and continuous improvement to reduce repeat incidents and strengthen service