Operations Documentation and Projects Specialist

Arcadis; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Arcadis in Makati is seeking an Operations Documentation & Project Specialist to drive operational efficiency through clear, standardized process documentation and effective project coordination for service onboarding. You will help create, maintain, and update SOPs and onboarding materials, ensuring adherence to ITIL 4 standards across the expanded GSO remit.

You will collaborate with service desk teams, process owners, and QA to validate workflows, conduct quality audits, and track milestones.

Qualifications

• Experience with operational documentation, service onboarding, and governance.
• Experience in multinational or shared services environments.
• Strong analytical, communication, and negotiation skills.
• Ability to work in a fast-paced, 24x7 shifting schedule including weekends/holidays.

Responsibilities

• Create and maintain SOPs and process documentation.
• Coordinate onboarding of new IT processes and tools.
• Assist QA activities and document findings.
• Maintain centralized documentation repository aligned with ITIL 4.
• Track deliverables, risks, dependencies, and milestones.
• Collaborate with service desk, process owners, and QA teams.
• Provide updates to stakeholders and facilitate training on new processes.

Skills

IT service management

Service onboarding

Process governance

Data analysis

Power BI

MS Office

Stakeholder management

Documentation

Cross-functional collaboration

SLA/KPI knowledge

Education

Bachelor's degree in Business, Operations Management, or IT

Tools

MS Office

Power BI

Job description

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.Role description:The Operations Documentation & Project Specialist will ensure operational efficiency and quality through accurate, standardized process documentation, and drive successful service onboarding via effective project coordination, governance and on-time delivery.Role accountabilities:Service DeliveryCreate, maintain, and regularly update clear and comprehensive standard operating procedures, process documentation, and business records to support consistent service delivery.Assist the Service Acceptance Lead in coordinating the onboarding of new IT support processes and tools, ensuring their smooth integration into service operations.Support quality assurance activities by assisting with audits, documenting findings, and following up on process adherence actions.Document onboarding procedures and update operational materials to reflect new or enhanced service capabilities.Support business-as-usual and strategic activities shifting left into GSO, including operational documentation and service onboarding as the organization’s scope expands.Operational ExcellenceOrganize and manage a centralized documentation repository, ensuring records remain accurate, current, accessible, and aligned with ITIL 4 standards.Collaborate with process owners and service desk teams to validate, standardize, and continuously improve workflows and support documentation.Assist in planning and conducting quality audits to monitor process compliance and identify opportunities for improvement.Track and report project deliverables, risks, dependencies, and milestones to support timely service onboarding and continuous improvement initiatives.Coordinate projects and support governance activities across the expanded GSO remit, maintaining appropriate control, consistency, and visibility as the scope grows.Stakeholder ManagementWork closely with service desk teams, process owners, quality specialists, and the Service Acceptance Lead to gather information, confirm requirements, and coordinate activities.Provide stakeholders with clear and timely updates on documentation, audit findings, project deliverables, risks, and service onboarding status.Facilitate training and awareness sessions for new or updated processes, procedures, and service capabilities.Promptly escalate risks and issues that may affect documentation quality, process compliance, or project timelines.Partner with stakeholders across the expanded GSO scope to embed governance routines and maintain alignment across service onboarding, documentation, and operational activities.Operational Support and Ad hoc Responsibilities:Support assigned operational activities, team initiatives, service improvement actions, and business priorities as required by Arcadis. Complete assigned tasks on time and contribute to initiatives that strengthen Global Service Operations delivery.Qualifications & Experience:Has a Bachelors’ Degree in Business, Operations Management, or Information Technology, with at least 3 years relevant work experience (qualification in project management or an understanding of project management principles an advantage)Minimum of 3 years of hands-on experience supporting operational documentation, service acceptance and onboarding, project coordination, process governance, and continuous improvement initiatives within a multinational engineering, IT, BPO, or professional shared services organization.Demonstrated experience in supporting process improvement, service onboarding, documentation governance, and project coordination within a global organization operating in a complex business environment.Has previous experience working in a Shared Services Center, willing to work on a 24x7shifting schedule including weekends and holidays.Has excellent analytical and communication skills (written and oral) including strong negotiation and influencing skills and the ability to establish effective working relationships with a variety of people at different levels.Demonstrated significant collaboration capability to influence stakeholders, develop and manage processes, mitigate risks, and control quality to achieve positive outcomes.Demonstrated experience in successfully participating in the design/delivery of changes and/or solutions in a global company with a complex business environment.Demonstrate strong numerical ability & comfortable in manipulating/analyzing data with keen eye for detail and high level of accuracyDemonstrated flexibility and adaptability in work style to work independently to organize and prioritize demands, handle multiple complex tasks simultaneously, set and meet deadlines, and follow-through within a fast-paced environment with multiple and competing demands and be able to handle sudden changes in prioritiesHas a sound level of expertise in relevant professional disciplines, such as:IT service and support managementPlanning & resource management principlesProcess managementMS Office and preferably reporting tools like Power BIStrong understanding with SLAs and KPIsWhy Arcadis?We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.Together, we can create a lasting legacy.Join Arcadis. Create a Legacy.Our Commitment to Equality, Diversity, Inclusion & BelongingWe want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a ‘people first’ business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.