Service Delivery Manager - IT Operations

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

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.