Service Management Consultant

AIA Hong Kong and Macau; Hinoba-an; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

AIA Philippines is seeking a Service Management Consultant in Makati to drive governance, performance management and service improvements. You will partner with internal teams and external providers to ensure SLAs align with business needs and deliver high quality service.

The role requires 5+ years in service management or related fields, and relevant certifications such as ITIL, Lean Six Sigma, or PMP/PRINCE2 are preferred. Bachelor's degree required. On-site in Makati.

Qualifications

• Bachelor's degree in Business, Management, Engineering, Data Analytics, Communications, Information Systems, or related field.

Responsibilities

• Serve as SME for service management, governance and performance across partners.
• Lead SLA development, negotiation and review with internal and external partners.
• Analyze service metrics and incidents to identify risks and improvements.
• Lead cross-functional service improvement initiatives and automation opportunities.
• Benchmark processes against industry standards and implement enhancements.

Skills

Strategic thinking

Executive communication

Data-driven decisions

Service governance

Influencing without authority

Project management

Analytical problem solving

Education

Bachelor's degree in Business/Management/Engineering/Data Analytics

Job description

## Service Management Consultant申请: Makati, PH-AIA Philippines: Full time: 今天发布: 结束日期:2026年11月10日 (申请时间还剩 30+ 天): JR-69879**FIND YOUR 'BETTER' AT AIA***We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.**We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.***If you believe in better, we’d love to hear from you.****About the Role**The Service Management Consultant is responsible for driving service governance, service performance management, and service improvement initiatives across internal and external service providers. The role serves as the subject matter expert for service management practices, ensuring that services are delivered in accordance with agreed service levels, operational standards, and business requirements. The position provides strategic consultation to business leaders, partner organizations, and service providers by identifying service risks, performance gaps, capacity constraints, and process improvement opportunities. The role is accountable for establishing service frameworks, influencing stakeholders, driving resolutions of complex service issues, and leading initiatives that enhance customer experience, operational efficiency, and service quality**Roles and Responsibilities:****Service Governance and Oversight*** Serve as the subject matter expert on service management, service governance, and operational performance across Shared Services.* Lead the development, negotiation, implementation, and periodic review of Service Level Agreements (SLAs) and service performance frameworks with internal and external partners.* Establish service governance processes, performance review mechanisms, and escalation frameworks to ensure effective service delivery.* Provide strategic recommendations to management on service risks, capacity requirements, process enhancements, and service improvement opportunities.**Service Performance Management*** Analyze service performance trends, operational metrics, service failures, and customer-impacting incidents to identify risks and opportunities.* Develop executive-level dashboards, performance reports, and service insights to support decision-making by management.* Challenge service providers and internal stakeholders on recurring performance issues and drive sustainable corrective action plans.* Lead root cause investigations of significant service issues and ensure preventive controls are established.**Strategic Service Improvement*** Lead cross-functional service improvement initiatives from business case development through implementation and benefits realization.* Identify opportunities for automation, digitization, process simplification, and operational efficiency improvements.* Drive transformation initiatives aimed at improving customer experience, turnaround times, service quality, and operating effectiveness.* Benchmark service processes and practices against industry standards and recommend enhancements.**Minimum Job Requirements:****Education*** Bachelor's degree in Business, Management, Engineering, Data Analytics, Communications, Information Systems, or related field.**Experience*** 5+ years of experience in Service Management, Operations Management, Shared Services, Customer Services, or Process Improvement.* Proven experience managing complex stakeholder relationships and third-party service providers.* Experience leading enterprise-wide projects and process transformation initiatives.* Experience presenting recommendations and service insights to senior leadership.**Preferred Qualifications*** ITIL Foundation or Service Management certification.* Lean Six Sigma certification.* Project Management certification (PMP, PRINCE2, Agile, or equivalent).**Competencies*** Strategic thinking* Executive communication and presentation skills* Data-driven decision making* Service governance expertise* Strong business acumen* Influencing without authority* Project and change management* Analytical problem solving*Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.**You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.*### BELIEVE IN BETTERAt AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in.As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life.**Believe in better with AIA.**