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

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

1. Role Purpose

The Technology Service Management Specialist exists to strengthen the operational discipline, service resilience, and change control maturity of CTO APAC. The role supports the Technology Service Management function across Major Incident Management, Change Management, and Problem Management, ensuring technology services are stable, controlled, measurable, and aligned to business outcomes. This is a hands-on service management role for a specialist who can operate with structure, urgency, and sound judgement. The successful candidate will help drive consistent execution of ITIL-aligned practices, improve incident response quality, strengthen production change governance, and ensure recurring issues are identified, owned, and remediated. The role is one band below the Technology Service Management Senior Specialist and is expected to build depth in regional service management execution, stakeholder coordination, operational reporting, and continuous improvement. The outcome expected is clear: fewer repeat incidents, better controlled change, stronger problem ownership, improved audit evidence, and higher confidence from business and technology stakeholders in the reliability of CTO APAC services.

2. Key Responsibilities

• Major Incident Management: Support the coordination of major incidents across APAC technology services, ensuring timely triage, escalation, stakeholder communication, action tracking, and post-incident follow-through.
• Change Management: Review, assess, and support production change activity to ensure appropriate risk assessment, approval discipline, implementation readiness, backout planning, and evidence capture.
• Problem Management: Assist in the identification, logging, tracking, and closure of problems arising from incidents, recurring service issues, failed changes, operational defects, and control gaps.
• Service Governance: Maintain clear service management records, action trackers, reporting inputs, and audit-ready evidence across incident, change, and problem management processes.
• Operational Reporting: Produce accurate KPI, SLA, incident, change, and problem management reporting that enables leadership to understand service performance, risk, and remediation progress.
• Stakeholder Coordination: Work with infrastructure, application, cyber, market IT, service desk, and vendor teams to drive timely resolution of service issues and ensure accountability is clear.
• Continuous Improvement: Identify opportunities to simplify service management processes, improve quality of data, automate reporting, reduce manual effort, and improve execution consistency across APAC.
• Risk and Control Discipline: Support compliance with enterprise technology policies, change governance requirements, incident response standards, and problem management expectations.
• Service Readiness: Contribute to operational readiness reviews for new or changed services, ensuring support models, escalation paths, monitoring, documentation, and ownership are understood before go-live.

3. Current Core Skillsets (Immediate Requirements)

• IT Service Management Foundation: Practical knowledge of ITIL practices, especially Incident Management, Major Incident Management, Change Management, and Problem Management.
• Operational Discipline: Ability to work in a structured way, maintain accurate records, follow process, and keep actions moving through to closure.
• Incident Coordination: Experience supporting live technology incidents, coordinating technical teams, managing updates, and tracking actions under time pressure.
• Change Control Understanding: Familiarity with production change governance, change risk assessment, implementation planning, approval workflows, and change-related outage prevention.
• Problem Management Execution: Ability to support root cause analysis, recurring issue identification, corrective action tracking, and problem closure discipline.
• Reporting and Data Quality: Strong capability with Excel, PowerPo