APAC Tech Service Management Specialist

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

Job summary

Sun Life in the CTO APAC organization seeks a Technology Service Management Specialist to strengthen incident, change, and problem management. The role performs ITIL-aligned disciplines, improves incident response, and strengthens governance to ensure stable, auditable services across APAC technology teams.

You will coordinate with infrastructure, applications, cyber, market IT, and service desk, producing KPI and SLA reporting, driving continuous improvement, and ensuring service readiness for

Qualifications

• Practical knowledge of ITIL practices, especially Incident, Major Incident, Change, and Problem Management.
• Structured working style with accurate records and timely closures.
• Experience coordinating live technology incidents and cross-team communication.
• Strong reporting skills with Excel, PowerPoint, dashboards.

Responsibilities

• Coordinate major incidents across APAC technology services.
• Support production change activity with risk assessment and approvals.
• Assist in logging and closing problems arising from incidents and defects.
• Maintain service management records and audit-ready evidence.
• Produce KPI, SLA, incident, change, and problem reporting.
• Coordinate with infrastructure, applications, cyber, market IT and service desk to resolve issues.

Skills

IT service management

Incident coordination

Change control

Problem management

Reporting & data quality

Stakeholder management

Audit & evidence mindset

Technology awareness

Communication skills

Tools

Excel

PowerPoint

ServiceNow

Job description

Sun Life in the CTO APAC organization seeks a Technology Service Management Specialist to strengthen incident, change, and problem management. The role performs ITIL-aligned disciplines, improves incident response, and strengthens governance to ensure stable, auditable services across APAC technology teams.

You will coordinate with infrastructure, applications, cyber, market IT, and service desk, producing KPI and SLA reporting, driving continuous improvement, and ensuring service readiness for