Lead Analyst, Cloud Services (Customer Success)

Position Objective:

You will play a crucial role in ensuring the seamless delivery of operational services of AIA’s Group and its Business Units. This role will act as the primary point of contact for escalations from Business Units (BUs), vendors, and internal teams, driving continuous service improvement and ensuring high customer satisfaction. The role responsibilities will include managing service delivery processes, developing and implementing service improvement plans, and ensuring c2o22m1pliance with service level agreements (SLAs) and operational level agreements (OLAs). This role will also lead efforts to fine-tune business needs, delivery criteria, and solutions, ensuring audit readiness and compliance.

Roles and Responsibilities:

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

• Work closely with the Group Office and Business Unit technical teams on service escalation activities.
• Liaise with the managed service providers and internal delivery teams on service delivery escalations and problems.
• Improve operational efficiency via recommendations for process improvement.
• Provide delivery reporting.
• Provide data for input as well manage monthly/weekly governance meetings with AIA’s managed service partners and its Business Units.
• Display high-level relationship management skills and be a liaison to the Business Unit when representing GCI - Cloud Operations

Minimum Job Requirements:

Skills and Qualifications:
• Minimum 2 years of relevant experience in Service Delivery Management or Customer Success roles.
• Understanding and experience in public cloud implementation, workload migration, and operational support in a multi-site enterprise environment.
• Mandatory ITIL v4 Foundation certification.
• Practical experience supporting enterprise delivery services or similar roles.
• Good understanding of IT operating model design and best practices.

Preferred Qualifications:
• Experience with ServiceNow.
• Professional certifications in cloud (Azure Fundamentals and/or AWS Foundational or above).
• Experience in the life insurance industry within a regional or multinational scope.
• Experience working within a decentralized organization, preferably within a Group unit.
• Proficiency in PowerBI or Power Platform.

Characteristics:
• Ability to demonstrate independent leadership, judgment, and decision making.
• Adaptability to changing business priorities and requirements
• Ability to create and maintain cooperative working relationships with internal and external stakeholders of peer levels.
• Analytical and communication skills to understand business context
• present solutions in an understandable and simple manner.
• Be a self-starter and possess the confidence and skills to operate well within a team of highly skilled peers.