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 main 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 handling 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, 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 :

Team Collaboration :

Process Improvement :

Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement

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

Incident & Problem Management :

Change Management :

Team Collaboration :

Process Improvement :

Minimum Job Requirements :

Experience :

Special skills :

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.

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