Service Transition and Continuous Improvement Specialist

In this role you will:

• Support the Service Transition Manager in Planning, Coordination, and Execution of GSS Service Transition Demands across Towers to ensure seamless handover of new/updated services to Service Operations.

• Establish comprehensive service documentation for new services, including but not limited to:

• Process Documentation and Work Instruction

• Service Definitions and Functional Scope
• Clearly defined Support Models aligned with the Standard Service Operations Processes
• Formalized Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Governance Models that align with both Project and Support functions

• Assist with the development and execution of key service transition deliverables, including:

• Service Design Assessments

• Support Readiness Plans

• Service Acceptance Criteria (SAC)

• Ensure all operational training needs, documentation, and non-functional requirements (e.g., performance, availability, scalability, security) are captured, validated, and delivered in alignment with the agreed SAC (Service Acceptance Criteria).

• Proactively assess and escalate Service Transition Risks and issues to relevant stakeholders and line management.
• Facilitate stakeholder engagement, ensuring alignment across technical, business, and support teams.
• Contribute to Knowledge Management by capturing, organizing, and transitioning Key Operational Knowledge.
• Maintain the Service Transition Kanban Boards and apply Scrum Methodologies to track deliverables and progress.
• Assist in Resource Planning and workload allocation to optimize Team Capacity.
• Support in compiling and analyzing Reports to track Transition progress and service performance.
• Contribute to Process Improvement Initiatives, Innovation, and Transformation aligned with Continual Service Improvement (CSI) efforts.
• Ensure all activities comply with Quality Standards and Organizational Processes.
• Participate with migration tasks and support knowledge handover to Operational Teams.

What You will bring to the team:

• Bachelor's Degree in Information Technology, Information Management or related field.
• Knowledge of ITSM Principles (IT Service Management)
• At least 5-year experience in IT Service Management, Continuous Improvement or Software Development
• Strong Excel skills, including Macros and Automation using VBA.
• Familiarity with the use of MS Power Automate.
• Strong understanding of Service Design and Implementation (Design, Build, Test, Implement).
• Hands-on experience in Developing Tools and Solutions for Process Improvement.
• Knowledge of Service Level Management and Stakeholder Management.
• Familiarity with Scrum, Agile, and Kanban Methodologies.
• Proficient with MS Office and hands-on experience in creating and maintaining project plans, completion status, and/or process maps
• Proficiency in Process Improvement, with experience in Process Excellence and Quality Management.
• Background in SAP System and Data Migration is a strong advantage.
• Knowledge in creating and maintaining Knowledge Bases and Documentation.
• Strong analytical, problem-solving abilities and complexity management
• An effective communicator with excellent relationship building negotiation and interpersonal skills
• Self-starter, proactive and results oriented.
• Open minded, positive thinker that identifies and pursues the opportunities for change and improvements.

GSS people enjoy:

• Medical, Dental Coverage and Life and Accident Insurance from day 1 of employment
• Hybrid Setup (2 days/week, Office-based; 3 days/week, home-based)
• Employee Engagement Activities
• Convertible to Cash Vacation Leaves
• Paid Referral Program
• In-house learning programs and opportunities

Who We Are

The Manila Processing Center started way before 2014. With a few IT and Finance staff supporting the rollout of SMEC Group's ERP, EPICOR, the beginnings of what would eventually become Global Shared Services was formed. Throughout the first 3 years, GSS experienced substantial growth reaching 88 employees supporting what then grew to a wide array of services supporting the SMEC Group including IT, Finance, Human Resources and the introduction of the BMS team. With the acquisition of SMEC by the Surbana Jurong Group in 2017, a greater opportunity presented itself for GSS. It was then poised to grow and provide services to a larger group of companies and future potential acquisitions. As GSS services were introduced to more companies and locations, GSS saw its size double, from 88 to 200, unique and talented individuals by 2019.

With a strong team spirit, committed and talented individuals, GSS continues to position itself at the forefront of supporting Surbana Jurong Group's growth towards its SJ 2.0 aspirations.

Our Mission Statement

To transform and elevate our Global Shared Service Organization into a dynamic hub of innovation and excellence, delivering seamless and cost-effective services.

If you think the position is a good match for you, we encourage you to apply

We provide equal opportunity. Diversity is a source of strength for our people, our clients, our partners and our communities.