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Service Delivery Manager

1 month ago

Malaysia TIME's group Full time

Management (Information & Communication Technology)

Eastspring is a global asset manager with Asia at its core. We create a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Eastspring a place where you can Connect, Grow and Succeed.

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Eastspring is a global asset manager with Asia at its core. We create a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Eastspring a place where you can Connect, Grow and Succeed.

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KEY ACCOUNTABILITIES

Technology Service management

  • Improve governance (policies, standards, guidelines) on successful delivery outcomes e.g. industry compliances, delivery frameworks/playbooks, port-mortem reviews.

  • Oversee the administration, maintenance and continuous improvement of EIMY technology platform.

  • Collaborate with respective IT teams and vendors to ensure the successful implementation of new features and enhancements.

  • Ensure compliance with relevant regulations and standards governing service delivery operations.

  • Monitor service delivery metrics and KPIs, identifying areas for improvement and implementing corrective actions as necessary.

T eam Management

  • Provide guidance and support to team member, fostering a culture of continuous improvement.

  • Conduct regular performance reviews and implement training program to enhance team skills.

  • Ensures that Service Performance Reviews are regularly performed, and any required actions are performed.

  • Personally, leads Initiatives/Programs and Projects as needed.

Incident and Problem Management

  • Oversee the resolution of incidents related to myEastspring, in-house applications and infrastructure managed by EIMY IT or IT partners.

  • Any problems with the day-to-day delivery of services provided by the IT partners / internal IT team are accurately escalated and promptly resolved.

  • Implement strategies for proactive problem identification and prevention.

  • Develop and maintain incident response and escalation procedures.

Stakeholder Engagement & Communication

  • Serve as a primary contact point for IT services with EIMY.

  • Communicate service updates, outages and resolutions to stakeholders in clear and timely manner.

  • Conduct regular meetings with key stakeholders to address concern and gather feedback.

  • Work with IT Partners’ plans and schedules the Service Performance Review meetings and detail the results and actions.

  • Manages IT partners relationships and addresses their shortcomings when they arise.

EXPERIENCE / QUALIFICATIONS
Qualifications

  • B.Sc./M.Sc. in Computer Science, Software Engineering, Information Technology or a related discipline.

Experience

  • Minimum 10 years’ experience in a technology related role.

  • Experience in IT service delivery management.

  • Comprehensive understanding of network, hardware and software development experience.

  • Experience in establishing or management of cloud environment such as Azure.

  • Operational experience in Financial Products & Services is an added advantage.

  • Proven track record of successfully managing client relationships and delivering results in a fast-paced environment.

  • Strong commitment to customer satisfaction and service excellence

Knowledge/ Skills/ Abilities

  • Good analytical and problem-solving skills.

  • Interpersonal and communication skills.

  • Attention to detail.

  • Organisation and time management.

  • Strong team management and leadership skills.

  • A strong strategic and business mindset.

  • Background in designing/developing IT systems and planning IT implementation.

  • In-depth knowledge of ITIL framework and best practices.

  • Familiarity with service management tools and technologies.

Eastspring is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

Company information

Registration No.

531241-U

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