Senior Manager, Service Management

AIA Digital+ Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfills 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. 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.

About the role

The primary objective of the Senior Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Incident, Problem, and Change Management processes across AIA. By effectively managing each of the critical IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA.

Responsibilities include, but are not limited to:

• Facilitate and support BU project delivery as a conduit to Group tech operations in terms of security, provisioning, and troubleshooting, as needed.
• Review architecture and technical design to ensure they are within Group defined standards for quality of service transition and deployment across all projects.
• Analyze GMM markets' requirements for IT services and assist in the formulation of architecture and technical design within Group defined standards.
• Proactively monitor and maintain the implementation of IT projects and IT service provisioning (incident, problem, change, test, release & deployment) according to established processes and procedures to mitigate possible risks to operations.
• Review IT operations performance and identify improvement areas across incident, problem, and service request management.
• Support, track, and review IT service delivery and operations across BUs against committed service levels; conduct service reviews for the betterment of service delivery and identification of improvement areas.
• Lead and realize service improvement initiatives/measures as agreed within the IT service delivery review sessions.
• Proactively identify and drive opportunities to reduce run costs.

Job Requirements

Incident & Problem Management:

• Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations.
• Coordinate & manage rapid and effective response to Critical, Major, and High Severity Incidents, including escalation, follow-through, dissemination of workarounds, resolution advice, and closure.
• Act as Point of Contact for internal stakeholders for all high severity Incidents and ensure timely, clear, accurate, and punctual communications.
• Lead and/or contribute to effective Post Incident Reviews, produce Post Incident Reports, and provide input to the Change and Problem Management Processes as required.
• Establish and maintain incident response procedures, including escalation paths and communication channels.
• Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence.
• Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors.
• Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements.
• In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices.
• Develop and maintain a known error database to facilitate faster resolution of future incidents.
• Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.

Change Management:

• Lead and manage the Change Management process, ensuring all changes are properly assessed, authorized, and implemented with minimal disruption to services.
• Establish, maintain, and enforce change control procedures, including impact assessment and risk analysis.
• Manage Change Management workflow adherence to ensure a consistent approach to logging, assessment, and review of IT changes.
• Ensure onboarding or transition of new services align with established processes and procedures.
• Coordinate with stakeholders to schedule and prioritize changes according to business needs.
• Chair the Change Advisory Board (CAB) and produce Agendas, Minutes, and reports accordingly.
• Ensure Change processes and procedures align with company strategy and priorities, reviewing and revising as required.
• Work with relevant stakeholders and manage expectations of key support stakeholders, driving change and negotiating successful outcomes.
• Drive effective change process governance across AIA, ensuring continued delivery and stability of the organization's IT services.
• Ensure Change Management documentation, standards, and processes are created, maintained, and adhered to by relevant parties.
• Work closely with the Group & LBU IPC Teams, Technology Teams, and external partners, fostering a culture of continuous improvement and accountability.
• Mentor and guide team members to enhance skills and capabilities.
• Ensure effective communication and collaboration within the team and with other teams.
• Provide training and education to all relevant team members on Incident, Problem, and Change Management processes.

Process Improvement:

• Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices.
• Implement and/or leverage tools and technologies to automate and streamline service management activities.
• Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement.

Experience:

• 8+ years of relevant experience in managing large enterprise technology IPC.
• Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
• Sound understanding of IT operating model design and best practices.
• Certification in ITIL, COBIT, Sigma, and Prince or other.
• Ability to demonstrate independent leadership, judgment, and decision making.
• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
• Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.
• Excellent analytical and communication skills to understand business context and present solutions clearly.
• Be a self-starter and possess the confidence to operate with a high degree of autonomy.
• Willing to work on a 24/7 shift, weekly rotational and standby on weekends.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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.

• Mid-Senior level

• Full-time

• Information Technology
• Industries: IT Services and IT Consulting, Financial Services, and Insurance