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Senior Manager, Service Delivery

2 months ago

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

The Senior Manager, Service Management will play a critical role in ensuring the smooth and continuous operation of IT services across AIA Hong Kong and Macau. This includes managing incident, problem, and change management processes to maintain high levels of service availability and minimize disruptions to business operations.

Key Responsibilities
  • Incident Management: Lead and manage the incident management process to ensure timely resolution of incidents and minimize impact on business operations.
  • Problem Management: Drive the problem management process to identify root causes of recurring incidents and proactively prevent their occurrence.
  • Change Management: Lead and manage the change management process to ensure all changes are properly assessed, authorized, and implemented with minimal disruption to services.
  • Team Collaboration: Work closely with technology teams, external partners, and other stakeholders to foster a culture of continuous improvement and accountability.
  • Process Improvement: Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices.
Requirements
  • 8+ years of experience in managing large enterprise technology IPC.
  • Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
  • Proven experience plus qualification in ITIL.
  • Sound understanding of IT operating model design and best practices.
  • Certification in ITIL, COBIT, Sigma, and Prince or other relevant certifications.
Desired Skills
  • Ability to demonstrate independent leadership, judgment, and decision making.
  • Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.
  • Excellent analytical and communication skills to understand business context and present solutions in an understandable and simple manner.
  • Self-starter with confidence and skills to operate with a high degree of autonomy.