Service Management Lead: Governance, Performance & Improvement

AIA

Makati

On-site

PHP 900,000 - 1,500,000

Full time

14 days+

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Job summary

AIA in Metro Manila is seeking a Service Management Consultant to drive service governance, performance management, and improvement initiatives across internal and external service providers. You will act as a subject matter expert, ensuring SLA compliance, identifying risks, and delivering strategic recommendations to executives.

The role requires 5+ years in related fields, ITIL/Lean Six Sigma/PM certifications, and strong stakeholder management.

Qualifications

Bachelor’s degree in a relevant field.
5+ years in Service Management, Operations, Shared Services or related areas.
Experience managing complex stakeholder relationships and third-party providers.
Experience leading enterprise-wide projects and process transformations.
Strong presentation of recommendations to senior leadership.

Responsibilities

Service Governance and Oversight: establish SLAs, governance processes, and performance frameworks.
Service Performance Management: analyze trends, produce executive dashboards, drive corrective actions.
Strategic Service Improvement: lead cross-functional initiatives and automate or streamline processes.
Stakeholder engagement: influence across internal teams and external partners.