Manager, IT Service Management

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.

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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- Lead a team of ITSM Process Owners in the region to deliver Enterprise level of services.- Define roadmaps to enhance the efficiency of ITSM processes and tool usage.- Manage critical or regional level of requests, incidents and change requests. Act as an escalation point for business stakeholders.- Provide effective leadership to the ITSM team to ensure that processes and controls are in place to meet business needs.- Align and role down ITSM SOP from Group Office.

KEY ACCOUNTABILITIES- Provide guidance and support on ITSM processes for FWD group of companies in the region.- Lead the team and vendor to develop processes for ITSM.- Understand business requirements and the needs to standardise ITSM processes and map this into the design of ServiceNow ITSM.- Understand the large-scale thinking and approach needed for successful implementation of ServiceNow ITSM and rolling out ITSM processes in the region.- Ensure the relevant functional services are delivered in accordance with contractual or agreed service levels and key performance indicators- Monitor delivery progress against targets, reporting as necessary and ensuring appropriate actions are taken to address exceptions and variations.- Service to Operation by performing Analytic and trending to understand the insight of Incident, Change and Problem Management.- Consistently demonstrates proactive and structured engagement with senior leadership across ITSM operations.- Manage and provide leadership to the ITSM support. Ensure the services are provided in timely manner.- Act as a key Stakeholder in communicating with (Incident Change Problem) all the respective support team in Group Office & Business Unit.- Other duties as assigned.

KEY PERFORMANCE INDICATORS- Take Lead on the adoption of ITSM processes and tools for FWD group of companies.- Ensures compliance with ITSM standards, procedures and processes.- Establishment of measurements and targets to improve process effectiveness and efficiency of ITSM processes.- Support projects and efforts that have a broad impact across the organization related to Service Management implementation.- Continuous Process Improvement in ITSM process and implement change to enhance efficiency and effectiveness.- Explorer and Implement Automation and AI.

EXTERNAL & INTERNAL CONTACTS- C-Level Senior Management- Group Head of Infrastructure and Cloud Technology- 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 of related working experience in IT Service Management and ServiceNow ITSM, preferably in Finance institution / enterprise, Shared Services or consulting firms.- Degree from Information Technology or equivalent discipline.- ITIL practitioner qualifications is a must.- Experience with ServiceNow ITSM is a must.- ServiceNow 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 (optional).

KNOWLEDGE & TECHNICAL SKILLS- Good knowledge of overall IT infrastructure domains.- System integrations experience using web services and other web-based technologies.- Experience with implementation of ServiceNow ITSM, ITOM, ITAM modules.- Exposure to ServiceNow platform capabilities and tools.- Understands functional design requirements related to ServiceNow.- To have a systematic, disciplin