IT Process Governance Lead

2 weeks ago

Makati City, National Capital Region, Philippines Manulife Financial Full time

The Opportunity:

The IT Process Governance Lead is responsible for designing and implementing IT service management processes, ensuring efficient service delivery, and driving continuous improvement within the organization. The role involves coordinating between various departments to align stakeholders with MITDC processes, managing and streamlining IT services for the Asia markets.

Position Responsibilities:

  1. Analyze current business processes, workflows, and procedures to identify inefficiencies and areas for improvement.
  2. Develop and implement optimized processes to enhance efficiency, productivity, and customer satisfaction.
  3. Collaborate with stakeholders to design and execute process improvement initiatives aligned with organizational goals.
  4. Monitor and evaluate the effectiveness of process changes using KPIs, making adjustments for continuous improvement.
  5. Stay updated on industry trends and technologies to drive innovation.
  6. Perform risk assessments and audits to identify control weaknesses and compliance gaps.
  7. Recommend and implement internal controls to mitigate risks and ensure compliance.
  8. Lead CSI initiatives to improve IT services and processes.
  9. Maintain a CSI register to track opportunities, initiatives, and outcomes.
  10. Conduct service reviews and evaluations to identify lessons learned.
  11. Define and monitor service metrics and KPIs to assess performance against SLAs and OLAs.
  12. Facilitate workshops to gather feedback and ideas from stakeholders.
  13. Promote a culture of continuous improvement within IT teams.
  14. Align CSI activities with business objectives and IT strategy.

Required Qualifications:

  • 5–8 years of experience in IT Operations and/or IT Service Management.
  • Knowledge of ITIL Framework with ITIL 4 Managing Professional Certification.
  • Bachelor's degree in Information Systems, Computer Science, Engineering, or related field.
  • Familiarity with process mapping techniques.
  • Strong analytical skills for complex data analysis.
  • Ability to manage multiple tasks.
  • Proficiency in Microsoft Office, including Excel, PowerPoint, and Visio.
  • Strong communication and presentation skills.
  • Knowledge of Agile methodologies.
  • Experience with ITSM tools like ServiceNow.
  • Exposure to DevOps tools (e.g., Jenkins, Git) is a plus.
  • Experience with reporting tools such as Power BI and Power Automate is a plus.

Preferred Qualifications:

ITIL Managing Professional Certificate.

When you join our team:

  • We'll empower you to learn and grow your career.
  • We'll support you in a flexible, inclusive environment.
  • As part of our global team, we'll help you shape the future.

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Working Arrangement

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