IT Project & Services Management

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job description (heading) /  Description du poste (titre)

• We are seeking a skilled Project & Services Manager to oversee infrastructure projects and service delivery. This role combines project management expertise with service delivery accountability, ensuring timely completion of initiatives and optimal performance of infrastructure services.

Preferred skills (heading) / Compétences particulières (titre)

• Minimum 5+ years of progressive experience in project management and/or service delivery

• Minimum 3 years of people management experience leading teams
• Proven track record of delivering projects on time, within scope, and on budget
• Experience with service operations and performance management
• Experience in the financial services or insurance industry
• Experience working in a matrix organization or large enterprise environment
• Background in both waterfall and agile project methodologies
• Experience implementing process improvement initiatives
• Experience with digital transformation or technology implementation projects

Qualifications (heading) / Compétences (titre)

• 5+ years of project management experience
• Experience in IT infrastructure or related technical environments
• Knowledge and certification of IT Service Management frameworks (ITIL)
• Strong organizational and communication skills (Bahasa & English)
• Proficiency with project management tools and methodologies

Responsibilities (heading) / Responsabilités (titre)

• Infrastructure Project Management
  • Plan, initiate, and execute infrastructure projects from conception through completion
  • Define project scope, timeline, budget, and resource requirements
  • Monitor project progress and manage risks and issues
  • Communicate project status to stakeholders and leadership
• IT Service Management (Change, Incident, Problem, Configuration, and Knowledge Management)
  • Oversee day-to-day IT infrastructure services and operations
  • Ensure service levels meet or exceed established SLAs
  • Manage service requests and incident resolution
  • Coordinate with technical teams to maintain system availability and performance
  • Build and maintain relationships with internal and external stakeholders
  • Provide regular reporting and updates on service metrics
  • Address stakeholder concerns and escalations
• Audit
  • Conduct and coordinate with IT Governance Risk & Compliance for audits
  • Review compliance with audit standards and best practices
  • Document audit findings and implement remediation actions
  • Maintain audit records and reporting documentation
• Team Coordination
  • Collaborate with IT, operations, and business teams
  • Support resource planning and allocation
  • Foster knowledge sharing and continuous improvement
• Documentation & Compliance
  • Maintain project documentation and service records
  • Ensure compliance with organizational policies and standards

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

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