Manager, IT Service Governance

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About the Role

Manages and facilitates key functions of the outsourced service providers and internal services within the organization that enable the delivery of a high-quality service to the users by ensuring that :

• Services are delivered by service providers / IT partners as expressed in the Statement of Work and related exhibits
• The service levels for outsourced services / functions are maintained and continually improved.
• The IT partners’ service levels are matched against service levels between IT and AIA business units / entities.
• Regular Service Performance Reviews / Governance Meetings are conducted, and any required actions are performed.
• Processes and working practices supporting service delivery and service management are effective and efficient.
• Improvement initiatives identified in Service Reviews are acted on and progress reports by the IT partners are produced and updated.
• Service delivery risks are identified, managed and likely impacts minimized and mitigated.
• Any problems with the day-to-day delivery of services provided by the IT partners / internal IT team are accurately escalated and promptly resolved.

1. Work with IT Partners to ensure that the IT Partners’ performance are delivered in accordance with agreed service levels and customer satisfaction key performance indicators targets

2. Report on the performance, measurements of services based on agreed instrumentation and SLA calculations by ensuring that Service reports are produced by all IT Partners for each Service provided.

3. Work with internal IT team to ensure that the IT partners’ service levels are matched against service levels between AIA IT and AIA business units / entities.

4. Work with IT Partners’ plans and schedules the Service Performance Review meetings and detail the results and actions.

5. Ensures that Service Performance Reviews are regularly performed, and any required actions are performed.

6. Participate in the incident, problem and change management processes to mitigate risk and improve quality of the systems and services

7. Where there are gaps identified, performs gap analysis to highlight breaches of SLA targets, investigating reasons and recommending actions to prevent their recurrence

8. Drive and work with IT Partners and / or internal IT team to ensure that improvement initiatives identified in Service Reviews are acted on and progress reports are provided to customers

9. Work with relevant parties including IT partners (outsourcing partners) to drive improvement initiatives

10.Promotes and ensures the Service Delivery processes and working practices are effective and efficient