Manager, IT Service Governance

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a dedicated IT Service Governance Manager to enhance service delivery and improve performance metrics. This role involves managing relationships with IT partners, ensuring compliance with service level agreements, and driving initiatives for continuous improvement. The ideal candidate will have a strong background in IT service management and a passion for delivering high-quality services that positively impact users. Join a dynamic team committed to creating a healthier future through innovative digital solutions and experiences.

Qualifications

• Experience in managing IT service delivery and performance metrics.
• Strong understanding of service level agreements and governance.

Responsibilities

• Manage outsourced service providers to ensure high-quality IT services.
• Conduct regular service performance reviews and manage improvement initiatives.
• Collaborate with internal IT teams to align service levels with business needs.

Skills

IT Service Management

Performance Measurement

Service Level Agreements (SLA)

Incident Management

Problem Management

Change Management

Education

Bachelor's Degree in IT or related field

Job description

Manager, IT Service Governance

Apply locations Kuala Lumpur, MY-AIA Malaysia time type Full time posted on Posted 30+ Days Ago job requisition id JR-44987

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on.

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:

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

Specific Responsibilities:

1. Work with IT Partners to ensure that the IT Partners’ performance is 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.

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.