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Service Management Consultant

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia AIA Hong Kong and Macau Full time
About the Role

We are seeking a highly skilled Service Management Consultant to join our team at AIA Hong Kong and Macau. As a key member of our IT organization, you will be responsible for ensuring incident service levels are achieved in agreement with internal business stakeholders and technology teams.

The overall responsibility is to manage service management (Incident, Problem, and Change) daily operations and initiatives to drive system stability. You will also ensure that business stakeholders' expectations are met and addressed.

Key Responsibilities:
  1. IT Service Management
    • Drive, manage, and coordinate the response to all critical, major, and high-severity incidents (MIM) towards resolution within the stipulated SLA.
    • Manage all incidents and requirements related to the TECH Service Management process – Incident Management, Problem Management, as a Single Point of Contact.
    • Establish and maintain a service-oriented, customer-focused TECH function that supports ongoing operations that drive efficiency, quality, customer service, and growth.
    • Lead and/or contribute to effective Post-Incident Reviews - Engage teams for PIR activities, produce Post-Incident Reports, as well as input to the Change and Problem Management Processes as and when required.
    • Responsible for continuous improvement of the overall Incident and Problem Management process and communication.
    • Responsible for timely, clear, accurate, and precise communications to internal stakeholders.
    • Reviewing and studying the historical problems and root cause analysis to identify trends and opportunities for improvements across technology.
    • Quality assurance of high-severity incident tickets within Service Now across all Major Incidents.
    • Ability to work across 24/7 coverage On-Call Rota as required.
    • Prepare service reporting and executive summary for stakeholders and management.
    • Maintain internal SOP (Incident, Problem, and Change) and policies.
    • Cross-support with Change Management and act as stand-in to chair CAB (Change Advisory Board) as and when required.
  2. Stakeholder Management
    • Manage relationship in relation to TECH services by having transparent and effective communication with senior management and business stakeholders in delivering credible and service stability.
    • Manage and prioritize business escalation in relation to TECH services.
Requirements:
  • Degree in any discipline from an accredited institution. Preferably with ITIL certification V4.
  • Minimum 10 years of working experience in IT Service Management.
  • Ability to drive and coordinate MIM (Major Incident Management).
  • A good understanding of the insurance business and its success drivers.
  • Strong strategic thinking and analytical skills in problem management.
  • Accountable delivering of outcomes, strives to meet and exceed stakeholders' expectations.
  • Flexible and able to take on additional tasks as and when required.
  • Sound knowledge in using and customizing reports with current industry service management systems (JIRA, SNOW, etc).
About AIA Hong Kong and Macau

We are a leading insurance company that helps our customers and the community live Healthier, Longer, Better Lives. We are committed to delivering exceptional service and value to our customers and stakeholders.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application.