THE COMPANY

Singlife Philippines is a mobile-first life insurance company on a mission to make financial independence achievable for every Filipino.

Through modern technology, we provide insights, guidance, and solutions—all via mobile devices—so Filipinos can get the right financial protection when they need it. From emergencies and loss of income to high medical bills and future goals like education or retirement, Singlife ensures money is there when it matters most.

As a subsidiary of Singlife Singapore, we combine the agility of a start-up with the strength of a trusted regional brand. Through our growing portfolio of partnerships,including trusted platforms like GCash, AUB's HelloMoney, and Hello Pag-IBIG, we're making meaningful insurance more accessible to the wider market.

At Singlife, we're not just building products. We're democratizing access to financial protection, one Filipino at a time.

Job Summary:

The Service Operations Manager is responsible for leading and overseeing the organization's Service The Service Operations Manager is accountable for the effective operation and continuous improvement of IT service management practices, with primary responsibility for Incident Management and Problem Management and secondary responsibility for Service Desk operations. The role ensures that service disruptions are identified, prioritized, escalated, communicated, and resolved efficiently, minimizing business impact and restoring normal service as quickly as possible.

The role is also responsible for driving structured root-cause analysis, eliminating recurring incidents, maintaining known errors and workarounds, and ensuring lessons learned are translated into sustainable service improvements. In addition, the Service Operations Manager provides leadership and governance over the Service Desk, ensuring users receive consistent, professional, and timely support in accordance with agreed service levels, ITIL practices, operational standards, and business expectations.

Key Responsibilities:

Own and govern the end-to-end Incident Management practice, ensuring incidents are appropriately logged, categorized, prioritized, assigned, escalated, communicated, resolved, and closed in accordance with defined service levels and ITIL practices.
Lead Major Incident Management, including rapid mobilization of technical teams and vendors, establishment of incident command, business and leadership communications, escalation management, service restoration, and post-incident review.
Own and mature the Problem Management practice, proactively identifying recurring or high-impact incidents, conducting structured root-cause analysis, and driving permanent corrective actions to reduce incident frequency and business impact.
Maintain effective governance of problem records, known errors, workarounds, corrective actions, and post-incident review actions, ensuring ownership, target dates, escalation, and closure.
Analyze incident, problem, monitoring, and service performance data to identify trends, systemic weaknesses, emerging risks, recurring failures, and opportunities for proactive service improvement.
Establish, monitor, and report operational KPIs, SLAs, OLAs, and service performance measures, including incident response and resolution, recurrence, backlog, major incident performance, problem resolution, service availability, and user experience.
Provide operational oversight of the Service Desk, ensuring it operates as an effective point of contact for users and delivers consistent incident handling, request fulfilment, communication, escalation, knowledge utilization, and customer service.
Drive improvement in first-contact resolution, ticket quality, knowledge management, escalation effectiveness, and user satisfaction, ensuring the Service Desk continuously improves its capability and effectiveness.
Work closely with Infrastructure, Engineering, Cybersecurity, Architecture, Application Support, vendors, and business stakeholders to coordinate incident resolution, problem remediation, service restoration, and operational improvements.
Lead continual improvement initiatives across Service Operations, including process optimization, automation, monitoring integration, knowledge management, operational readiness, and improvements to ITSM tools, procedures, and governance.

Qualifications (Required)

Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, Business, or a related discipline, or equivalent relevant professional experience.
Typically 7+ years of experience in IT operations, IT service management, production support, or related technology operations roles, including experience leading operational teams or service management practices.
Demonstrated experience managing Incident Management and Problem Management processes in a production technology environment.
Strong practical knowledge of ITIL principles, practices, terminology, and the IT service management lifecycle/value chain, particularly Incident Management, Problem Management, Service Desk, Service Request Management, Change Enablement, and Continual Improvement.
Proven experience managing major or critical incidents, including technical coordination, executive communications, escalation management, service restoration, and post-incident reviews.
Demonstrated experience conducting or facilitating root-cause analysis using structured methodologies such as 5 Whys, Ishikawa/Fishbone, fault-tree analysis, causal analysis, or equivalent techniques.
Experience defining, monitoring, and improving operational SLAs, KPIs, service metrics, dashboards, incident trends, problem backlogs, and operational performance reporting.
Experience working with enterprise ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, Freshservice, ManageEngine, or equivalent.
Strong understanding of modern technology operations, including applications, cloud infrastructure, networks, databases, APIs, monitoring, observability, cybersecurity, and distributed service dependencies.
Strong written and verbal communication skills, with demonstrated ability to communicate operational and technical issues clearly to technical teams, business stakeholders, senior management, and executives.

Preferred Qualifications

ITIL 3 Foundation certification or higher, with advanced ITIL certification in Incident Management, Problem Management, Service Desk, Monitor Support and Fulfil, or related practice areas highly desirable.
Certification or formal training in IT service management, service operations, service reliability, or service delivery management.
Experience managing IT operations or service management within a regulated, financial services, insurance, fintech, telecommunications, e-commerce, or other high-availability digital environment.
Experience operating within a cloud-first or hybrid-cloud environment, particularly AWS.
Experience with observability and monitoring platforms such as Datadog, Dynatrace, New Relic, Splunk, CloudWatch, Grafana, AppDynamics, or equivalent.
Experience implementing or improving Major Incident Management, Problem Management, knowledge management, or operational readiness frameworks.
Knowledge of complementary frameworks and standards such as COBIT, ISO/IEC 20000, ISO 27001, SRE, DevOps, Agile, or Lean IT.
Experience implementing automation, AI-assisted operations, event correlation, self-service, knowledge-centered support, or service desk optimization initiatives.
Experience managing third-party technology providers, outsourced support teams, managed service providers, and vendor operational performance against contractual SLAs.
Demonstrated experience designing or improving ITSM governance, operating procedures, escalation frameworks, service reporting, and continual improvement roadmaps.

Leadership

Provide clear leadership and accountability for Incident Management, Problem Management, and Service Desk performance, establishing high standards for operational discipline, service quality, ownership, and responsiveness.
Create a culture of service ownership and accountability, ensuring incidents and problems are actively driven to resolution rather than transferred between teams without clear ownership.
Remain calm, structured, and decisive during major service disruptions, providing effective leadership while ensuring technical teams remain focused on service restoration and business impact reduction.
Build strong collaborative relationships across Infrastructure, Engineering, Cybersecurity, Architecture, Data, Product, vendors, and business teams to facilitate rapid resolution of operational issues.
Promote a blameless but accountable problem-management culture, focusing post-incident reviews on identifying systemic causes, control gaps, and sustainable improvements rather than individual fault.
Develop the capabilities of Service Operations and Service Desk personnel through coaching, mentoring, performance management, knowledge sharing, succession planning, and structured capability development.
Establish clear operational expectations, priorities, escalation paths, roles, and responsibilities so teams understand how they contribute to service availability, reliability, and customer experience.
Use operational data and service metrics to drive evidence-based decisions, challenge recurring issues, prioritize improvements, and hold accountable teams responsible for corrective actions.
Champion continual improvement, encouraging teams to simplify processes, automate repetitive activities, improve observability, strengthen knowledge management, and prevent incidents before they affect users.
Act as a trusted operational leader to senior management and business stakeholders, providing transparent communication regarding service health, operational risk, major incidents, recurring problems, performance trends, and improvement priorities.

ITIL Incident & Problem Manager