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The ITSM Principal is responsible to establish and improve AIA PH IT Service Management
practices both in traditional ITSM and in a DevOps and Agile context, working with
internal IT teams, product teams, and business units to deliver world-class IT services on an
enterprise scale in close coordination with AIA IT Group counterparts. Expert in ITIL, the ITSM
Principal will be working closely with various process owners and managers to improve the
performance of processes such as Change Management, Release Management, Incident
Management, Problem Management, and Knowledge Management. The ITSM Lead will also
promote service ownership by establishing a Service Catalog along with a solid Service Portfolio
Management process. The ITSM Principal will also work on improving the current application
development and delivery environments and promote the adoption of continuous integration and
continuous delivery/deployment practices (CI/CD) wherever possible, to deliver business value
faster. This role reports into the Associate Director of IT Strategy & Planning.

Roles and Responsibilities:

• Develop and aid Improve IT Service Management (ITSM) processes including Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management through solid ITSM Process Governance in conjunction with AIA IT Group
• Works closely with AIA IT Group counterparts for aligned and seamless ITSM process implementation in AIA PH
• Ensure the ITSM model supports DevOps transformation and the migration to cloud services. 
• Provide consultancy to deliver the full spectrum of services needed to assess, plan, design, prepare and deploy our Service which may include designing, developing, and deploying new target service operating models
• Provide ITIL consulting services, which means aligning ITIL best practices with our customers’ needs.
• Promote and influence various Service Delivery Managers and Product Owners on service ownership by establishing a service taxonomy, a Service Level Management process, the Service Catalog, and a Service Portfolio Management process. 
• Integrate and support world-class 24x7x365 systems availability and performance through effective Incident, Release and Service Level Management processes, clear executive communications, and service recovery activities. 
• Establish Knowledge Management as a core practice within Corporate IT, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization. 
• Enable continual service improvement through the effective use of metrics and key performance indicators. 
• Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events. 
• Support the implementation of service management and reporting tools, including the analysis and administration of SLM tools to understand key performance indicators for service delivery. 
• Document our current application development and delivery environments and promote the use of CI/CD practices where possible to deliver business value faster. 
• Champion architectural best practices and provide process guidance to IT teams on the design and planning of our application delivery infrastructure. 
• Lead ITSM Governance team including but not limited to Landscape & Capacity Management, Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management. 

Minimum Job Requirements:

• Combined 10 years experience in IT Operations and Application Development, with 1 year in a leadership role (IT management, Programme management, or project management)
• Strong experience or understanding of the ITIL V3 service management disciplines within the context of service development and service operations
• Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data
• Experience implementing cross-functional process improvements and delivering excellent results
• Experience with the DevOps model and Agile methodologies • Strong technology experience in using and administering ServiceNow.
• Strong experience with the Microsoft Office suite, including the ability to build and maintain business reports and plans.
• Experience with Confluence, JIRA, Jenkins, and Atlassian toolchain.
• Strong technical knowledge of application and IT systems at all layers including commercial software, cloud-based, and custom applications, middleware, operating systems, databases, servers, networks, and virtualization technologies.
• Knowledge in Design thinking, Lean Six Sigma and Value Stream Mapping are preferred
• Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions.
• High degree of autonomy and drive, with full ownership of the work
• Act as a servant-leader, ready to engage with other key stakeholders of the company in a humble and productive way
• Proven ability to communicate and collaborate effectively with people at all organizational levels
• Excellent verbal, written, presentation communication skills • B.S. in computer science, engineering, or equivalent experience

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