Manager, Platform Delivery and Support

AIA Hong Kong and Macau; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a Manager, Platform Delivery and Support in Kuala Lumpur. This role is responsible for leading the enhancement of the ServiceNow platform by managing its setup, configuration, and ongoing support.

The ideal candidate will have 8-15 years of experience in ITSM tools like ServiceNow and hold relevant certifications. Strong leadership and communication skills are essential, as well as the ability to work autonomously. Join us and help drive operational excellence in IT.

Qualifications

• 8-15 years of relevant experience in ITSM tools.
• Experience as SRE or Developer role on ServiceNow.
• Certification in ServiceNow or ITIL is a plus.

Responsibilities

• Lead setup, configuration, and enhancement of ServiceNow platform.
• Maintain understanding of ServiceNow architecture.
• Ensure security compliance and manage user access controls.
• Develop and maintain technical design documents.
• Collaborate with project teams for successful delivery.

Skills

ServiceNow expertise

Project management

Technical documentation

Analytical skills

Communication skills

Education

Bachelor’s degree in IT or relevant discipline

Tools

ITSM tools like ServiceNow

Job description

About the Role

The objective of the Manager, Platform Delivery and Support is to take ownership within Group IT Operations to enhance the ServiceNow platform by supporting the enhancement end to end from impact assessment, setup, test and transitioning support. This role will work closely with Group IT Operations supporting functions to achieve its goals through adoptions of the platform while aligning with IT Operations/Service Management best practices.

Roles and Responsibilities

• Lead and implement the end‑to‑end setup, configuration, and enhancement of the ServiceNow platform to support Group IT Operations
• Maintain a strong understanding of ServiceNow architecture to ensure scalability, performance, and alignment with enterprise technical standards
• Customize and enhance Service Catalog, ITSM, and ITOM modules, ensuring solutions meet business requirements and follow platform best practices
• Design, build, and maintain ITSM and ITOM reporting dashboards, enabling visibility into operational performance and service health
• Ensure security compliance across the platform, including management of user access controls, roles, permissions, and audit requirements
• Develop, review, and maintain technical design documents, operational manuals, and other key technical documentation
• Conduct code reviews, manage update set creation, and oversee deployment activities, ensuring changes follow established governance and change management processes
• Update and configure business rules, workflows, scripts, and Foundation Data in alignment with evolving business and IT operational needs
• Define and maintain Identification and Reconciliation Engine (IRE) rules, Discovery Patterns, and CMDB Classes to ensure accurate and reliable configuration data
• Apply expert knowledge of the Common Service Data Model (CSDM) to ensure proper data modelling, service mapping, and alignment with industry standards
• Build, maintain, and optimize Service Maps and Dependency Maps to support operational monitoring, impact analysis, and root‑cause identification
• Collaborate closely with project teams to support platform customization, configuration requirements, and successful delivery of ServiceNow‑related initiatives
• Design, lead, and drive Service Improvement initiatives independently – focusing on process optimization, efficiency gains, and sustainable operational outcomes
• Provide guidance and best‑practice recommendations to internal teams to drive adoption, maturity, and consistent use of the ServiceNow platform across the organization

Preferred Job Requirements

• Education: Bachelor’s degree in IT or other relevant discipline
• Experience: 8‑15 years’ relevant experience in ITSM tools like ServiceNow as SRE or Developer or Solution Design Role
• Certification: ServiceNow Administration/Developer/Discovery/CMDB/Implementor/Architect
• ITIL or project management certification is a plus
• Language: English – excellent communication skills in both written and verbal

Special Skills

• Ability to demonstrate independent leadership, judgment, and decision making
• Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative
• Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels
• Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner
• Be a self‑starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy