Service Operations Manager

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 leads Service Desk, Incident, Major Incident, and Problem Management to deliver reliable, responsive, and customer-focused IT services. The role owns end-to-end incident and problem processes, including prioritization, escalation, service restoration, major incident coordination, RCA, known error management, and corrective actions.

The manager drives operational excellence through SLA/KPI management, reporting, governance, knowledge management, shift-left support, automation, and continual service improvement. Key metrics include MTTA, MTTR, SLA compliance, First Contact Resolution, CSAT, ticket quality, repeat incidents, RCA completion, and knowledge usage.

The role coordinates with technology teams, vendors, business stakeholders, cybersecurity, and service providers to resolve disruptions, improve service stability, and manage vendor performance. It also leads operational reviews, compliance activities, and service improvement initiatives.

The position provides leadership, coaching, and performance management to Service Desk and support teams, promoting accountability, customer focus, structured incident response, collaboration, and continuous improvement.

Requirements: 5–7 years of ITSM/IT Operations experience, 2–3 years of leadership experience, strong ITIL/ITSM knowledge, ITSM tool experience, analytical capability, stakeholder management skills, and excellent communication. ITIL 4 certification and regulated-industry experience are preferred.