Manager, Technology and Operations

AIA Digital+; Kuala Lumpur; On-site; MYR 100,000 - 120,000; Full time

Job summary

A leading technology-driven organization in Kuala Lumpur is seeking an experienced IT Operations Manager to oversee IT service desk operations and support. The ideal candidate should have 8-10 years of experience in IT operations, with a strong emphasis on vendor management, asset lifecycle management, and team leadership. Responsibilities include optimizing service desk performance, ensuring compliance with IT security policies, and developing team capabilities. Strong communication skills in English and Bahasa Malaysia are required.

Qualifications

• 8–10 years of hands-on experience in IT operations or support.
• 3–5 years in a leadership role managing teams.
• Strong knowledge of ITIL practices and IT ticketing systems.

Responsibilities

• Lead IT Service Desk and End User Computing operations.
• Conduct regular performance reviews for team members.
• Manage IT asset lifecycle and compliance.

Skills

ITIL practices

IT ticketing systems

Scripting languages (PowerShell, Python)

Troubleshooting skills

Vendor management

Communication skills (English and Bahasa Malaysia)

Education

Bachelor’s Degree in Information Technology or related field

Tools

ServiceNow

Microsoft Intune

SCCM tools

Job description

Roles and Responsibilities

Lead and optimize IT service desk operations, IT asset management, and procurement processes while ensuring compliance, security, and high-quality end‑user support. The role also focuses on developing team capabilities and driving continuous service improvement across the organization.

Service Desk Operations

• Lead and manage day‑to‑day IT Service Desk and End User Computing (EUC L2) operations across business functions.
• Oversee End User Support including onboarding and offboarding support for corporate users.
• Ensure service desk tickets are managed efficiently to meet business SLAs.
• Drive service improvement initiatives based on ticket analysis and recurring incident patterns.
• Act as a point of escalation for complex service issues affecting business continuity or timelines, providing advanced technical support to end users and junior IT staff.
• Maintain and continuously improve the Service Desk knowledge base to ensure accurate, up to date documentation for common issues, procedures and user guides.
• Implement and maintain IT security policies, including access controls and data protection measures.
• Conduct regular security audits and promptly address vulnerabilities across end user devices.
• Lead group‑appointed various IT projects from pilot phase through testing and full implementation within the AIA ITMY entity, ensuring effective planning, stakeholder alignment, resource coordination and timely delivery of project objectives while adhering to governance standards and driving continuous improvement.
• Collaborate with cross‑functional teams to ensure timely resolution of projects, requests and issues, maintaining clear and proactive communication with end users throughout the process to provide updates, manage expectations and ensure a positive service experience.
• Act as the primary contact person for high‑priority incident tickets, ensuring timely escalation and resolution, and coordinate clear, proactive communications to end users during incidents.
• Ensure communication plans are executed for change tickets that affect end‑user services.
• Lead cross‑functional initiatives to transform end‑user experience through automation, AI chatbots or self‑service portals, combining strategic planning, stakeholder engagement and technical execution.
• Manage and maintain the Technology & Operations (T&O) knowledge base for chatbot functionality, collaborating with project teams to enhance chatbot efficiency and introduce new features.
• Provide coaching, guidance and daily support to junior service desk and EUC staff to uplift team capability and service quality.
• Establish KPIs and develop performance dashboards to monitor service quality and user satisfaction; track metrics on a monthly basis, ensuring actionable insights are captured.
• Conduct regular performance reviews, set clear expectations and identify training needs.
• Foster a collaborative team culture focused on continuous learning, accountability and service excellence.

IT Asset Management

• Ensure full visibility and control of IT hardware and software assets, with emphasis on compliance with insurance regulatory requirements (e.g. BNM, ISO27001).
• Accurately track and manage IT hardware and software assets throughout their lifecycle, maintaining compliance standards and requirements.
• Support internal and external audits by maintaining clean asset records and software license compliance.
• Work closely with information security teams on vulnerability remediation and system lifecycle tracking.
• Drive cost optimisation through asset utilisation analysis and vendor negotiations, identifying under‑utilised assets for repurposing.

IT Purchasing Operations

• Oversee IT purchasing processes, including sourcing, PO creation, invoice validation and vendor coordination.
• Ensure timely procurement and compliance with internal policies and vendor due diligence standards.
• Coordinate with finance and procurement on budgeting, cost control and asset forecasting tied to IT strategy.
• Negotiate strategic vendor contracts, including SLAs, pricing models and risk mitigation clauses.
• Forecast and manage IT budgets, ensuring alignment with business priorities and cost control.

Financial and Non‑Financial Measures

The role likely involves operational‑level financial oversight, including:

• IT Procurement Management: overseeing sourcing, purchase orders, invoice validation and vendor coordination.
• Budget Coordination: collaborating with finance and procurement teams to align IT purchasing with strategic budgets spent and forecasts.
• Time‑based qualitative performance measures: ticket resolution time, procurement cycle time, onboarding/offboarding turnaround.
• Quality‑based measures: SLA compliance rate.
• Volume‑based measures: number of tickets handled, assets tracked.
• Improvement‑based measures: reduction in recurring incidents, knowledge base updates.

Reporting Structure and Supervisory / Managerial Responsibilities

This role reports directly to the Senior Manager, Technology & Operations and is responsible for managing a team of 3 to 5 End User Computing (EUC) and Service Desk Analysts. It provides day‑to‑day leadership, coaching and performance oversight to ensure high‑quality IT support services and operational efficiency.

Communication Requirements

This role requires clear and proactive communication to ensure smooth IT operations. Key responsibilities include:

• Sharing timely updates with management and stakeholders.
• Collaborating across teams to resolve issues and support projects.
• Leading daily team check‑ins and maintaining documentation.
• Acting as an escalation point for complex service issues.
• Gathering and responding to user feedback to improve service quality.

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Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• 8–10 years of hands‑on experience in IT operations or end‑user support, with at least 3–5 years in a leadership role.
• Solid knowledge of ITIL practices and IT ticketing systems (e.g. ServiceNow, Jira).
• Hands‑on experience in software deployment and Windows OS deployment across enterprise environments.
• Knowledge of scripting languages (e.g., PowerShell, Python) for automation and process optimisation.
• Experience in IT infrastructure deployment including network configuration and excellent troubleshooting skills.
• Strong knowledge of ServiceNow reporting, Incident, Request and Change Request catalog flows.
• Experience with Mobile Device Management (MDM) solutions and Microsoft Intune for endpoint security and compliance.
• Strong understanding of asset management principles (hardware/software lifecycle).
• Well‑versed with Hardware and Software Asset Management module in ServiceNow.
• Working knowledge of software license compliance (e.g. Microsoft, Adobe).
• Good written and verbal communication skills in English and Bahasa Malaysia.
• Familiar with IT procurement processes and vendor coordination, with strong vendor management and negotiation skills.
• Experience with compliance‑driven environments (e.g. BNM-RMIT, ISO 27001).
• Exposure to regulatory audits, IT security remediation and patch compliance.
• Familiarity with IT governance practices and internal SOP/policy creation.
• Strong interpersonal skills with the ability to coach junior staff and promote team collaboration.
• Ability to produce and maintain technical documentation and knowledge base content.
• Strong understanding of Active Directory and Microsoft Entra ID.
• Hands‑on experience with Intune AutoPilot for device provisioning and configuration.
• Proficiency in Mobile Device Management (MDM) and Mobile Application Management (MAM) for secure mobile operations.
• Well‑versed with SCCM tools for software updates and removal.
• Hands‑on troubleshooting for software and patch failure remediation.