Manager - Service Delivery

2 weeks ago

Kuala Selangor, Malaysia Aia Full time

**Responsibilities**:
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on.

**WE ARE LOOKING FOR
- Ownership of Incident Management, Problem Management, Major Incident (Crisis) Management, Request Fulfillment.
- Ensure Service Level Agreement and Operational Level Agreement are met.
- Responsible for driving service improvement initiatives across different functions/workstreams.
- Ensure high level of service being delivered to business users (customers).

Maintain strong relationship with stakeholders across different functions within a diverse organization.
- Single point of contact of all high priority incident or major incident and drive bridge calls.
- Ensure right technical and business stakeholders are involved in the bridge or forum to facilitate swift recovery and incident resolution within SLA.
- Identify service improvement initiatives and drive for implementation to both internal functions/workstreams and external service partner.
- Drive Incident Management, Crisis Management (Major Incident) and problem management process across different functions/workstreams.
- Ensure seamless transition (new or add-on scope) from internal function/workstream to external service provider and vice-versa.
- Responsible for achievement and reporting of performance metrics (customer satisfactory score rating, SLA, OLA, KPI).
- Drive the project assignment towards completion within timeline.
- Lead & coach direct report - equip the team with right skillset and mindset to achieve higher level of People Engagement.
- Responsible for Negotiation and Renewal of Contract (SOW) and Licensing.- Maximize the value of service being delivered by external service provider.**Job Requirements**:
**Education**

Bachelor’s degree in IT or other relevant discipline.**Experience**

Minimum 5 years’ relevant experience in in-depth service management hands-on with proven track record.
- Strong knowledge in Incident, Problem and Crisis Management with reporting, analytic and problem-solving skills.
- Excellent stakeholder management skill and strong understanding of SLA/OLA.
- Experience working in a complex, multi-country, multi-cultural environment.
- Excellent communication skills (coordination, influencing and collaboration).
- Possess strong understanding of ITIL framework and processes.
- Experience or knowledge in SAP or Investment IT (Financial Institution) will be added advantage.**Certification**

ITSM / ITIL certification will be added advantage.**Language**

Fluent in spoken and written English is a must.**Desirable Traits**

People manager with process knowledge.
- Forward thinking and resourceful.
- Dynamic, highly motivated and a result-oriented leader with good interpersonal skills to work effectively with others.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.-
Benefits

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