Asst. Manager - IT Support (Credit Operation Division)

Aeon Credit Service; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Aeon Credit Service seeks an Assistant Manager for IT Support to oversee service delivery processes and ensure top-quality IT services. The role requires collaboration with various teams and vendors to maintain service levels, manage performance metrics, and contribute to continuous improvement initiatives. Candidates should have a degree in IT or related fields along with 6-8 years of experience, ideally in a customer-facing role.

Qualifications

• 6-8 years of relevant experience in a customer-facing environment.
• Proven experience in managing complex service delivery projects.
• Strong understanding of service management frameworks like ITIL.

Responsibilities

• Lead service delivery to ensure compliance with SLAs, and monitor KPIs and incident resolution times.
• Manage improvements to service delivery processes for efficiency and cost reduction.
• Engage with business leaders and IT teams to meet service delivery standards.

Skills

Analytical skills

Problem-solving skills

Communication skills

Team management skills

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

ITIL certification

Job description

Asst. Manager - IT Support (Credit Operation Division)

The Assistant Manager, IT Support plays a vital role in leading the execution, optimization, and continuous improvement of IT services within the division. This position is responsible for overseeing delivery processes, ensuring the delivery of high-quality IT services aligned with business objectives and performance expectations. The Assistant Manager collaborates with teams at headquarters, cross-functional teams, business units, and external vendors to improve service delivery, maintain service levels, and support business continuity.

Responsibilities:

1. Service Delivery and Performance Management:
   Lead the service delivery team to ensure IT services are delivered according to SLAs, ensuring quality, efficiency, and customer satisfaction.
   Monitor and report on key performance metrics (SLAs, KPIs, incident resolution times, service availability), taking corrective actions as needed.
   Provide guidance on handling critical incidents, major problems, and escalations.
   Act as an escalation point for service issues and own the resolution process.
   Ensure root cause analyses and corrective actions for recurring incidents.
   Assist management in monitoring adherence to quality standards, processes, and best practices.
   Manage timely and budget-compliant service delivery.
   Perform ad-hoc duties and projects as required. The responsibilities may evolve over time.
   Ensure all AEON’s information assets are protected in terms of confidentiality, integrity, and availability.
2. Process Improvement and Continuous Enhancement:
   Lead initiatives to improve service delivery processes, reduce costs, and increase operational efficiency.
   Recommend and implement improvements based on data and customer feedback.
   Ensure continuous service optimization through proactive monitoring and innovation.
3. Stakeholder Engagement & Relationship Management:
   Develop relationships with business leaders, IT teams, and vendors to meet or exceed business needs.
   Regularly report on service performance and improvement initiatives to senior management and stakeholders.

Job Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• ITIL and IT service management certification is a strong advantage.
• 6-8 years of relevant experience, preferably in a customer-facing environment.
• Proven experience in managing complex service delivery projects and teams.
• Strong understanding of service management frameworks like ITIL.
• Knowledge of operational management systems and performance measurement tools.
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent communication skills in English and Bahasa Malaysia, both verbal and written.
• Team management skills with the ability to motivate teams.
• Able to multi-task, resourceful, proactive, with a sense of urgency.
• Effective reporting and documentation skills.
• Good communication and writing skills in both English and Bahasa Malaysia.
• Strong team player with active collaboration skills.

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AEON Credit Service (M) Berhad is a leading consumer financing provider operating in Japan, Malaysia, Hong Kong, Thailand, Taiwan, and China. Since 1996, we have established a strong presence in Malaysia, offering a wide range of financial services including credit cards, personal financing, and easy payment schemes to enrich the lives of Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion, we seek talented individuals striving for excellence. If you are a visionary go-getter, join us today and shape a promising career path.