Senior Manager, Service Management
2 weeks ago
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Senior Manager, Service ManagementApply locations Kuala Lumpur, AIA Digital+ Malaysia time type Full time posted on Posted 16 Days Ago job requisition id JR-55993
Are you ready to shape a better tomorrow?AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.
If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.
If you want to shape a brighter future at AIA Digital+, please read on.
About the Role
This position of Senior, Service Management is to assist with the leadership of an enhanced Service Management organization for Amplify Health Asia Co. based in AIA Digital+ Malaysia. The successful applicant will be responsible for day-to-day Service Management activities, managing staff in offshore locations, as well as working with senior management to grow the Service Management function.
Key Responsibilities:
- Incident, Problem and Change Management:
Manage and implement the Incident Management and Change Management processes. Ensure effective management for incidents and restoration of IT services as quickly as possible. Ensure standardized methods and procedures are used for efficient and prompt handling of all changes to the IT infrastructure. - Service Level Management/Reporting:
Provide consolidated analysis of vendor Incident, Change and SLA performance in dashboard format to Amplify and BU/Client stakeholders. Work with vendors to identify areas of improvement and report these to Operational Team. - Major Incident Management:
Own and drive to resolution all Major Incidents across Application, Digital and Infrastructure. Manage and Implement Major Incident Management process and participate in 24x7 on-call arrangements when required. - Asset and Configuration Management:
Work with Amplify and vendor Asset Managers/Service owners to manage and implement comprehensive asset and configuration management processes across Amplify assets. Produce and distribute associated reporting (CI health, Asset evergreen etc). - ITSM Platform:
Work with Amplify Leadership to leverage AIA SNOW and assist with the implementation of JIRA Service Management. - IT Procurement:
Own the Coordination of the IT procurement function for Amplify Health, working closely with AIA Sourcing and Amplify Health Finance functions on all aspects of the Procurement lifecycle.
General Responsibilities:
- Assist management to manage external vendors and service vendors in supporting AIA.
- Implement and manage other IT service support processes as assigned.
- Evaluate, implement and operate IT service support tools to support SSHK and other AIA BU's.
- Utilizing a duty roster to manage MIM, incident management process and change management process to minimize the adverse impact on business operations caused by each incident and each change request.
- Manage Service support and Infrastructure Operations projects as assigned.
- Assume additional responsibilities as assigned.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
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