Business Service Experience Manager

Prudential (Cambodia) Life Assurance; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Prudential (Cambodia) Life Assurance is seeking an experienced IT Operations professional to serve as the one-stop service point for Global Technology Operations. You will understand business requirements and shape optimal implementation approaches, produce SLAs, and drive governance with internal teams and vendors.

The role requires 8–12 years in IT, strong communication in English, and proven project and vendor management skills, including insurance systems experience.

Qualifications

• Bachelor's degree in IT, Engineering or related field.
• 8–12 years of solid IT working experience.
• At least 2 years of experience managing 5–10 IT managers/technical resources.
• Experience in insurance systems is a plus.
• Ability to work under pressure and remain calm and cooperative.
• Strong customer service orientation and proactive stakeholder engagement.
• 4+ years of project management experience.
• Experience in vendor relationship management and deliverables.
• Understanding business components of projects and liaising with business staff.

Responsibilities

• Act as a one-stop service point for Global Technology Operations on service delivery.
• Understand business system requirements and develop optimal implementation approaches.
• Produce monthly service level reports and governance meetings.
• Manage IT issues and change requests; direct infrastructure leads and resources.
• Oversee vendor delivery and ensure end-to-end service outcomes.
• Coordinate infrastructure delivery to meet regional security and policy.
• Track progress against schedule and report status to stakeholders.
• Demonstrate corporate service delivery capabilities to clients.

Skills

Vendor management

Project management

Stakeholder management

English comms

Education

Bachelor's in IT/Engineering

Tools

ITIL

Job description

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Acts as a one-stop service point to represent Global Technology Operations on service level and support. Understand business system requirements and develop optimal implementation approach to effectively deliver the necessary underlying infrastructure. Produce monthly service level report and host related governance meeting as required by local management. Manage and Resolve IT related issues and change requests. Direct Infrastructure Leads and assign resources in delivering end to end services

Key Responsibilities ( List the duties or task performed critical to success)

• Manage complex relationships and the clashes of priorities and cultures that occur among diverse groups.
• Interact with business unit management teams, officers, and representatives to assist them in resources outsourced to GTO.
• Addresses issues with impact beyond own team based on knowledge of related disciplines
• Manage and oversight delivery by third party vendors
• Manages the specification, construction, and integration of deliverables from internal technical teams and external vendors to local business units
• Manages the implementation of the infrastructure scope to ensure that GTO Infrastructure meets delivery obligations (e.g. preparation of system aligning to regional security & infrastructure policy)
• Tracks the project to the agreed schedule and reports on progress and status Acts as the focal point and liaises between the business technology stakeholders and technical tower leads
• Manage Deliverable: -
• Conduct presentations that demonstrate the corporate service delivery management capabilities and implementation of best practice
• Implements short- and long-term information technology (IT) solutions that meet the needs of the organization
• Solicit client feedback on service delivery expectations and project performance. Develop a deep understanding of the customers business and strategic initiatives and use that information to derive the best service delivery practice to support them

Minimum job requirement ( minimum knowledge, skills and abilities that are required to perform the job)

• A degree in IT, Engineering or related area
• Excellent communication and interpersonal skills, fluent in both speaking and writing English.
• 8 - 12 years of solid IT working experience.
• At least 2 years of experience in managing a size of 5-10 IT managers / technical resources
• Supporting Insurance systems would be an added advantage
• Ability to work under pressure and remain calm and cooperative
• Strong customer service orientation with the ability to work with and influence customers in a proactive and constructive manner
• 4 or more years of project management experience
• Experience in management of vendor relationships with a focus on deliverables management
• Understands the scope of the business components of projects and liaises with business staff responsible for those components

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.