Manager, Service Delivery Partner

AIA Digital+; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

AIA Digital+ in Kuala Lumpur is seeking a Service Delivery Partner to oversee day-to-day Group IT Operations, ensuring services meet business needs and agreed SLAs. You will act as the primary interface between service providers and recipients, driving improvements, governance, and proactive performance oversight.

The role focuses on coordinating service delivery, escalation management, and continuous improvement across technology platforms to support stakeholders and ensure audit readiness.

Responsibilities

• Represent the day-to-day delivery of Group IT Operations to Service Recipients, ensuring services meet business needs and agreed service levels.
• Provide oversight of operational service health, monitor performance, risks, and capacity across platforms.
• Lead Regular Operational Review meetings, review performance, action items, and reporting for informed decision‑making.
• Identify improvement opportunities, coordinate SIPs with stakeholders to boost service quality and efficiency.
• Coordinate demand, service requests, and changes to align priorities and readiness.

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 Service Delivery Partner is accountable for representing the day-to-day service delivery of Group IT Operations to assigned service recipients. With a focus on business outcomes, service quality, and stakeholder trust, the role provides operational oversight of services delivered by technical service providers, ensuring services meet business needs, agreed service levels, and applicable policies and standards. The role serves as the primary point of contact for service issues, escalations, reviews, and communications, while driving service improvements, operational efficiency, compliance, and audit readiness through proactive performance oversight, stakeholder engagement, and continuous improvement initiatives.

Responsibilities include, but are not limited to, the following:

• Service Delivery Representation

Represent the day-to-day delivery of Group IT Operations services to Service Recipients. Act as the primary interface between Service Providers and Service Recipients, ensuring services meet business needs, agreed service levels, and stakeholder expectations. Facilitate effective communication, issue resolution, and escalation management while maintaining strong stakeholder trust and transparency.

• Operational Service Oversight
  Provide oversight of operational service health across assigned services and technology platforms. Monitor service performance, ticket trends, operational risks, recurring issues, service degradations, capacity concerns, vulnerability remediation activities, backup exceptions, and service transition initiatives. Coordinate with operational and engineering teams to ensure issues are addressed and resolved in a timely manner


• Service Reviews and Governance
  Lead and support regular Operational Review meetings and contribute to Service Governance forums. Review service level performance, operational trends, action items, escalations, and service improvement progress. Prepare service performance updates, commentary, and reporting to support informed business and technology decision-making.


• Service Provider Performance Management
  Identify recurring issues, service trends, and opportunities for improvement. Initiate, coordinate, and oversee Service Improvement Programs (SIPs), working closely with operational teams and the Process Design, Transition & Optimization function to address root causes and achieve measurable improvements in service performance, customer experience, and operational efficiency.


• Demand and Change Coordination

Support the review and coordination of new demand, service requests, service recipient initiatives, and operational changes that fall outside normal business-as-usual activities. Facilitate alignment between Service Recipients and Service Providers regarding priorities, resource requirements, readiness, delivery status, and operational impacts.

• Stakeholder and Escalation Management
  Establish and maintain effective working relationships with Service Recipients, Service Providers, and key technology stakeholders. Serve as the central point of contact for service-related enquiries, investigations, audits, reviews, escalations, and communication, ensuring concerns are addressed promptly and appropriately.


• Knowledge and Service Management

Promote effective service management practices and ensure operational knowledge, documentation, policies, standards, stakeholder information, and service-related artefacts are maintained, communicated, and continuously improved. Support compliance with applicable policies, standards, and operational requirements while facilitating audit readiness and knowledge sharing across teams.

• Continuous Improvement and Operational Excellence

Contribute to initiatives that improve service quality, operational efficiency, compliance, reporting, governance effectiveness, and stakeholder experience. Identify opportunities to simplify processes, reduce recurring issues, increase service reliability, and enhance the effectiveness of service delivery across Group IT Operations.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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