Service Management Specialist

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.

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.

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.

• 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, PowerPoint, dashboards, service management tools, and structured reporting. The role requires confidence in handling data, identifying trends, and presenting clear operational insight.

Communication Skills

Clear written and verbal communication, with the ability to summarize complex operational issues in a concise, fact-based, and business-relevant way.

Stakeholder Management

Ability to work across multiple teams and markets, manage follow-ups, challenge gaps constructively, and build trusted working relationships.

Audit and Evidence Mindset

Understanding that service management records must be accurate, complete, and defensible. The role requires disciplined evidence capture and control awareness.

Technology Awareness

Working knowledge of infrastructure, cloud, applications, networks, cybersecurity, service monitoring, and enterprise technology operations.

Job Category

IT - Technology Services Posting End Date: 30/12/2026