ServiceNow Delivery Manager

AIA Digital+ Philippines

Makati

On-site

PHP 1,800,000 - 2,400,000

Full time

2 days ago

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Benefits offered by this job

HMO with free dependents

15 days VL and 15 days SL

Guaranteed 14th-month pay

Annual Targeted Incentive (Performance

Group Life Insurance

Protection benefits

Job summary

AIA Digital+ Philippines seeks a Manager, Platform Delivery and Support to own ServiceNow initiatives within Group IT Operations. You will lead end-to-end setup, customize ITSM/ITOM, and ensure secure, scalable operations while guiding teams and documenting processes.

You will design dashboards, manage data models (CSDM), and drive adoption of best practices across the organization, aligning with ITIL processes and governance.

Qualifications

Bachelor’s degree in IT or related field.
8–15 years of experience with ITSM/ServiceNow in SRE, Developer, or Solution Design roles.
ServiceNow Administration/Developer/Discovery/CMDB/Implementor/Architect certifications.

Responsibilities

Lead end-to-end setup, configuration, and enhancement of the ServiceNow platform for Group IT Operations.
Maintain ServiceNow architecture for scalability, performance, and standards.
Design, build, and maintain ITSM/ITOM dashboards for visibility into operations.
Ensure security controls, access management, and audit requirements.
Develop and maintain technical design docs and operational manuals.
Oversee change management, update sets, and governance processes.
Configure business rules, workflows, and data model (CSDM).
Collaborate with project teams to deliver ServiceNow initiatives.

Skills

ServiceNow

ITIL

Leadership

Communication

Education

Bachelor’s degree in IT

Tools

ServiceNow Administration

Discovery

CMDB

ITOM

Job description

The objective of the Manager, Platform Delivery and Support is to take ownership within Group IT Operations to enhance the ServiceNow platform by supporting the enhancement end to end from impact assessment, setup, test and transitioning support.

This role will work closely with Group IT Operations supporting functions to achieve its goals through adoptions of the platform while aligning with IT Operations/Service Management best practices. The role requires a deep understanding of Information Technology Infrastructure Library (“ITIL”) process design and implementation with a track record of building and maturing enterprise-wide IT Operations/Service Management programs.

Roles and Responsibilities:

Lead and implement the end‑to‑end setup, configuration, and enhancement of the ServiceNow platform to support Group IT Operations

Maintain a strong understanding of ServiceNow architecture to ensure scalability, performance, and alignment with enterprise technical standards.

Customize and enhance Service Catalog, ITSM, and ITOM modules, ensuring solutions meet business requirements and follow platform best practices.

Design, build, and maintain ITSM and ITOM reporting dashboards, enabling visibility into operational performance and service health.

Ensure security compliance across the platform, including management of user access controls, roles, permissions, and audit requirements.

Develop, review, and maintain technical design documents, operational manuals, and other key technical documentation.

Conduct code reviews, manage update set creation, and oversee deployment activities, ensuring changes follow established governance and change management processes.

Update and configure business rules, workflows, scripts, and Foundation Data in alignment with evolving business and IT operational needs.

Define and maintain Identification and Reconciliation Engine (IRE) rules, Discovery Patterns, and CMDB Classes to ensure accurate and reliable configuration data.

Apply expert knowledge of the Common Service Data Model (CSDM) to ensure proper data modelling, service mapping, and alignment with industry standards.

Build, maintain, and optimize Service Maps and Dependency Maps to support operational monitoring, impact analysis, and root-cause identification.

Collaborate closely with project teams to support platform customization, configuration requirements, and successful delivery of ServiceNow-related initiatives.

Provide guidance and best‑practice recommendations to internal teams to drive adoption, maturity, and consistent use of the ServiceNow platform across the organization.

Job Requirements:

Education

Bachelor’s degree in IT or other relevant discipline

Experience

8-15 years’ relevant experience in ITSM tools like ServiceNow as SRE or Developer or Solution Design Role

Certification

ServiceNow Administration/ Developer/Discovery/CMDB/Implementor/Architect

ITSM / ITIL or project management certification is a plus.

Language (English)

Excellent communication skills in both written and verbal.

Special skills

Ability to demonstrate independent leadership, judgment, and decision making.

Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.

Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.

Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.

Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

Be part of AIA Philippines's Technology Hub, the AIA Digital+ Philippines.

We are a brand that captures AIA’s Group-led Technology, Digital and Analytics hubs dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

Launched in Mainland China, Malaysia and the Philippines, AIA Digital+ is bringing together top Technology, Digital and Analytics talent to accelerate AIA’s transformation and secure our position as the technology leader in the insurance industry.

At AIA and AIA Digital+, we strive to attract,developandretaina workforce that is as diverse as the customers we serve and to cultivate an inclusive work environment that accepts the strength of heritage and individuals.

Benefits: