Service Operations & Incident Lead

singlife philippines; Philippines; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

Singlife Philippines, a mobile-first life insurance company, seeks a Service Operations Manager to lead Service Desk, Incident, Major Incident, and Problem Management to deliver reliable, customer-focused IT services.

The role owns end-to-end incident and problem processes, drives SLA/KPI reporting, governance, and continual service improvement, and coordinates with technology teams, vendors, cybersecurity, and stakeholders to resolve disruptions.

Qualifications

• 5–7 years of ITSM/IT Operations experience.
• 2–3 years of leadership experience.
• ITIL 4 certification and ITSM tool experience preferred.

Responsibilities

• Lead Service Desk, Incident, Major Incident and Problem Management.
• Own end-to-end incident and problem processes, from prioritization to RCA.
• Drive SLA/KPI management, reporting, governance, and continual service improvement.
• Coordinate with technology teams, vendors, cybersecurity and stakeholders to resolve disruptions.
• Provide leadership, coaching and performance management to Service Desk teams.

Skills

ITSM/IT Operations

Leadership

ITIL/ITSM knowledge

Stakeholder management

Analytical thinking

Effective communication

Regulated‑industry experience

Tools

ServiceNow

Job description

Singlife Philippines, a mobile-first life insurance company, seeks a Service Operations Manager to lead Service Desk, Incident, Major Incident, and Problem Management to deliver reliable, customer-focused IT services.

The role owns end-to-end incident and problem processes, drives SLA/KPI reporting, governance, and continual service improvement, and coordinates with technology teams, vendors, cybersecurity, and stakeholders to resolve disruptions.