Asia Itsm- Service Reliability Lead

SunLife

Taguig City, Philippines
Continual service improvement (csi) leadership
Itsm process optimization
Itil best practices alignment
The Service Reliability Lead is accountable for defining, governing, and driving improvement initiatives that enhance service quality, operational efficiency, customer experience, and compliance with ITIL and organizational standards

Job Summary

  • The Service Reliability Lead is accountable for defining, governing, and driving improvement initiatives that enhance service quality, operational efficiency, customer experience, and compliance with ITIL and organizational standards.
  • You will work with dynamic colleagues who are experts in their fields and be empowered to make life brighter for clients around the world.
  • This role champions a culture of continual improvement, accountability, and service excellence across IT operations while ensuring measurable business and service value.

Matching Summary

The Service Reliability Lead is accountable for defining, governing, and driving improvement initiatives that enhance service quality, operational efficiency, customer experience, and compliance with ITIL and organizational standards.

Skills & Requirements

Must-have

  • Continual Service Improvement (CSI) leadership
  • ITSM process optimization
  • ITIL best practices alignment
  • Service performance analysis and reporting
  • Stakeholder and change management
  • ITSM data governance

Nice-to-have

  • Automation and tooling enhancement
  • Cross-team service management standardization
  • Culture of continual improvement and accountability

Key Requirements

  • Experience with ITIL best practices
  • Proven leadership in CSI framework
  • Ability to conduct root cause and trend analysis
  • Strong stakeholder communication skills
  • Experience in ITSM process maturity evaluation

Work Rights

Not specified

Tailored Resume

Cover Letter