Manager, Platform Delivery and Support

AIA Digital+; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

AIA Digital+ in Malaysia seeks a Manager, Platform Delivery and Support to own enhancements of the ServiceNow platform within Group IT Operations, from impact assessment to testing and transitioning support.

You will work with IT Operations to align with ITIL practices, drive end-to-end changes, design dashboards, ensure security controls, and guide project teams on platform adoption and governance.

Qualifications

• Bachelor’s degree in IT or related discipline.
• 8-15 years’ experience with ITSM tools like ServiceNow in SRE, development or solution design roles.
• Certifications: ServiceNow Admin/Developer/Discovery/CMDB/Implementor/Architect; ITIL or project management certification is a plus.

Responsibilities

• Lead end-to-end setup, configuration, and enhancement of the ServiceNow platform.
• Maintain ServiceNow architecture for scalability, performance, and standards.
• Design and enhance ITSM and ITOM modules, ensuring alignment with business needs.
• Develop dashboards for monitoring operational performance and service health.
• Ensure security compliance, including access controls and audit requirements.
• Create and maintain technical design documents and governance artifacts.
• Guide project teams on platform customization and successful delivery of initiatives.
• Drive Service Improvement initiatives to optimize processes and outcomes.

Skills

ServiceNow

ITSM

SRE

Developer

Solution Design

Leadership

Stakeholder Communication

Education

Bachelor’s degree in IT or related discipline

Tools

ServiceNow Admin

ServiceNow Developer

Discovery

CMDB

ITSM tools

Job description

_ 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 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. The role requires a deep understanding of Information Technology Infrastructure Library ("ITIL") process design and implementation with a track record of building and maturing enterprise-wide IT Operations/Service Management programs.

Roles & 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
• ITSM / 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.

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.