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Reporting to: Service Management Director

Duty Post: GBS Manila, Taguig City

Application Duration: This job posting will remain open until the vacancy is filled. 

TA POC: Jojo Robines, Talent Attraction Expert

 

Service Management Product Owner & Project Support

 

WHAT IS THIS ROLE ABOUT

This role supports execution of strategic initiatives for GBS in partnership with Product Owners. Key initiatives include:

Case Management: innovating case handling via MyJTI New MyJTI Portal: prototyping, testing, go-live support, and communication Transition of MyRequest platform to MyJT

Objectives:

Team: Be an engaged team player, promoting JTI values Service: Deliver quality, stable services with strong global interaction Compliance: Adhere to JTI Code of Conduct, corporate policies, governance, and J-SOX Partnership: Build strong cross-functional relationships Added Value: Continuously improve products, services, and communication

 

WHAT WILL YOU DO

 

Service Management:

Ensure Service Management principles are applied and understood Create clear technical documentation for new products Recommend improvements using best practices, metrics, and benchmarks Standardize service management across GBS functions to drive efficiencies

Project Responsibilities:

Define requirements before development and ensure quality delivery Support development, maintenance, and continuity of tools/products Prepare decommissioning plans and align with stakeholder

Partnership:

Promote proactive collaboration and feedback sharing Manage escalations with fact-based, solution-oriented communication Keep stakeholders informed on risks and trends Strengthen team engagement by role modeling “Our Way”

Compliance:

Ensure adherence to J-SOX and corporate standards Identify and report compliance risks, engaging appropriate functions

Added Value:

Propose improvements and standardization initiatives Foster brainstorming, collaboration, and waste elimination culture Enhance service management maturity within the team

 

WHAT ARE WE LOOKING FOR

 

Bachelor’s or Master’s degree 5+ years’ experience in a GBS organization Strong knowledge of GBS environment, platforms, and tools Experience in tool/project development, maintenance, and process improvement Skills in process analysis, workflow design, and tool management (frontend/backend) Excellent stakeholder management and customer experience knowledge Strong communication, analytical, and problem-solving skills Understanding of Service Management, Business Analysis, BRM, and Change Management Strategic thinking for global harmonization and standardization

 

 

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

 

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

 

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.