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 brings expertise in coordinating between various departments, ensuring that all stakeholders are aligned with MITDC processes. The role is critical in managing and streamlining the processes involved in providing the IT services to the Asia markets.

Position Responsibilities:

Analyze current business processes, workflows, and procedures to identify inefficiencies and areas for improvement.

Develop and implement optimized processes and procedures to enhance efficiency, productivity, and customer satisfaction.

Collaborate with cross-functional stakeholders to design and execute process improvement initiatives aligned with organizational goals.

Monitor and evaluate the effectiveness of implemented process changes using key performance indicators (KPIs), and make necessary adjustments for continuous improvement.

Stay updated on industry trends, emerging technologies, and process improvement methodologies to drive innovation.

Perform risk assessments and audits across various organizational functions to identify control weaknesses, compliance gaps, and operational inefficiencies.

Recommend and implement internal controls to mitigate risks and ensure regulatory compliance.

Lead CSI initiatives to enhance the quality, efficiency, and effectiveness of IT services and processes.

Establish and maintain a CSI register to track improvement opportunities, initiatives, and outcomes.

Conduct regular service reviews and post-implementation evaluations to identify lessons learned and areas for further enhancement.

Define and monitor service metrics and KPIs to assess performance against SLAs and OLAs.

Facilitate workshops and brainstorming sessions to gather feedback and improvement ideas from service owners and stakeholders.

Promote a culture of continuous improvement across IT teams by embedding CSI practices into daily operations.

Align CSI activities with business objectives and IT strategy to ensure value delivery and customer satisfaction.

Required Qualifications:

5–8 years of experience in IT Operations and/or IT Service Management.

Working knowledge ITIL Framework with ITIL 4 Managing Professional Certification

Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field.

Familiarity with process mapping and modeling techniques.

Strong analytical skills with the ability to collect, analyze, and interpret complex data.

Ability to manage and perform multiple complex tasks as part of daily responsibilities.

Proficiency in Microsoft Office Suite, including Excel, PowerPoint, and Visio.

Strong communication and presentation skills to effectively convey process changes and recommendations to stakeholders at all levels.

Knowledge of Agile methodologies.

Familiarity with ITSM tools, especially ServiceNow.

Exposure to DevOps tools is a plus (e.g., Jenkins, Bitbucket/Git).

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 the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement