Senior Manager, Service Management

Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the role

The primary objective of the Senior Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Incident, Problem, and Change Management processes across AIA. By effectively managing each of the critical IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA.

Responsibilities include, but are not limited to:

• Facilitate and support BU project delivery as conduit to Group tech operations in terms of security, provisioning and troubleshooting, as needed.
• Review architecture and technical design are within Group defined standards in ensuring the quality of service transition and deployment standards across all projects.
• Analyse GMM markets’ requirements for IT services and assist in the formulation of the architecture and technical design are within Group defined standards.
• Proactively monitor and maintain the implementation of IT projects and IT service provisioning (incident, problem, change, test, release & deployment) according to established processes and procedures to mitigate possible risks to operations.
• Review IT operations performance and identify improvement areas across incident, problem and service request management.
• Support, track and review IT service delivery and operations across BUs against committed service levels; conduct service reviews for the betterment of service delivered and identification of improvement areas.
• Lead and realize service improvement initiatives/measures as agreed within the IT service delivery review sessions.
• Proactively identify and drive opportunities to reduce run cost.

Job Requirements

Responsibilities include, but are not limited to, the following:

Incident & Problem Management:

• Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations.
• Coordinating & managing rapid and effective response to Critical, Major and High Severity Incidents, including escalation, follow through, dissemination of workarounds, or resolution advice and closure.
• Point of Contact for internal stakeholders for all high severity Incidents and ensuring timely, clear, accurate and punctual communications to internal stakeholders
• 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.
• Establish and maintain incident response procedures, including escalation paths and communication channels.
• Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence.
• Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, ensuring the implementation of identified corrective actions, preventive actions, and permanent solutions.
• Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology as well as implement measures to prevent incident recurrence.
• In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices.
• Develop and maintain a known error database to facilitate faster resolution of future incidents.
• Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required.

Change Management:

• Lead and manage the Change Management process, ensuring all changes are properly assessed, authorized, and implemented with minimal disruption to services.
• Establish, maintain, and enforce change control procedures, including but not limited to impact assessment and risk analysis.
• Manage Change Management workflow adherence to ensure a consistent approach to the logging, assessment, and review of IT changes.
• Ensure onboarding or transition of new services are aligned to established process and procedures.
• Coordinate with stakeholders to schedule and prioritize changes according to business needs.
• Chair the Change Advisory Board (CAB) and produce Agendas, Minutes and reports accordingly.
• Ensure Change processes and procedures are aligned to company strategy and priorities, reviewing, and revising as required to meet evolving business needs.
• Work with relevant stakeholders and manage expectations of key support stakeholders (including internal and external delivery teams), drive change and negotiate successful outcomes within complex changes.
• Drive effective change process governance across AIA, ensuring continued delivery and stability of the organization’s IT services.
• Ensure Change Management documentation, standards and processes are created, maintained, and adhered to by relevant parties and provide advice/guidance as required.

Team Collaboration:

• Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability.
• Mentor and guide team members to enhance skills and capabilities.
• Ensure effective communication and collaboration within the team and with other teams within AIA and external parties.
• Provide training and education to all relevant team members particularly on Incident, Problem and Change Management processes.

Process Improvement:

• Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices.
• Implement and/or leverage tools and technologies to automate and streamline service management activities.
• Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement.

Minimum Job Requirements:

Experience:

8+ years relevant 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, ITIL, COBIT, Sigma and Prince or other.

Special skills:

Ability to demonstrate independent leadership, judgment, and decision making.

Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative.

Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels.

Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner.

Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.