Manager, Service Delivery

About FWD Group

FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

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FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market.

PURPOSE
- Responsible for the delivery of high-quality Infrastructure services across the organization.
- Provide effective leadership to the service delivery teams to ensure that processes and controls are in place to meet business needs.
- Manage critical requests, incidents and crisis raised. Act as an escalation point for business stakeholders.

KEY ACCOUNTABILITIES
- Ensure quality services are being delivered according to the SLA agreed with the respective country or business unit.
- Coordinate with internal support and external service providers, business users, project managers and other relevant stakeholders to ensure effective communication on matters relating to the services in scope.
- Ensure appropriate and up to date controls, ITSM processes, documentation and procedures are in place and followed.
- Coordinate with service delivery teams to provide regular and accurate management reporting on service performance against SLA’s and KPI’s.

KEY PERFORMANCE INDICATORS
- To be an ambassador for Infrastructure services, working across the organization to provide effective communication on matters raised and build relationships with other teams to establish effective dialogue between departments.
- Compliance of Corporate Policy.
- Steer the adoption of ITSM processes in the country and regionally.

EXTERNAL & INTERNAL CONTACTS
- Group Head of Technology Service.
- Head of Service Management.
- IT and stakeholders of Business Units.
- IT teams of Group Shared Services.
- Risk management and Internal Audit of Group and Business Units.
- External Auditors.
- Vendors and/or Service Providers.

QUALIFICATIONS / EXPERIENCE
- Minimum 8 years’ experience in IT Service Management, preferably in Finance institution / enterprise, Shared Services or consulting firms.
- Degree from Information Technology or equivalent discipline.
- ITIL v3 practitioner qualifications preferred.
- PMP certification is an added advantage.
- Demonstrated effective communication in a multinational corporation with great personality and people skill. Excellent skills in both written and spoken English and Cantonese.

KNOWLEDGE & TECHNICAL SKILLS
- Good knowledge of overall IT infrastructure domains.
- Experience in managing service delivery operations with internal teams and third-party services.
- To have a systematic, disciplined and analytical approach to problem solving with good attention to detail.
- Experience in establishing, monitoring and ensuring adherence to policies and procedures.