Service Management Specialist

Aia (Vietnam) Life Insurance; Auckland; On-site; NZD 90,000 - 130,000; Full time

Job summary

AIA NZ is seeking a Service Management Specialist to ensure our technology services remain reliable, resilient, and high performing. You will work within the Site Reliability Engineering and Service Delivery team to coordinate incidents, drive improvements and strengthen operational readiness.

You will partner with engineers, vendors, and business stakeholders to reduce risk and enhance customer outcomes, participate in on-call, and support change and disaster recovery activities.

Qualifications

• Experience in technology operations, service management or a related environment.
• Ability to analyse issues, identify root causes and implement practical solutions.
• Strong communication skills with technical and non-technical stakeholders.
• Collaborative approach and ability to build trusted cross-team relationships.
• High sense of ownership and accountability for outcomes and service quality.
• Tertiary qualification in IT, Business or related field; ITIL certification or experience preferred.

Responsibilities

• Coordinate and manage incidents, including major incidents, ensuring timely restoration and clear communication.
• Lead and coordinate problem management activities to identify root causes and reduce repeats.
• Support change management processes and perform emergency changes when required.
• Apply reliability principles and monitor service data to identify risks and improvement opportunities.
• Maintain service management tooling, governance, and stakeholder engagement.

Skills

Tech ops experience

Root cause analysis

Communication skills

Collaborative

Ownership

ITIL awareness

Job description

Your Role with Us

As a Service Management Specialist, you will play a key role in ensuring AIA's technology services remain reliable, resilient, and high performing. Working within the Site Reliability Engineering and Service Delivery team, you will coordinate major incidents, drive service improvements, and strengthen operational readiness across a complex technology environment. You will partner with engineers, technology teams, vendors, and business stakeholders to reduce risk, improve service performance, and enhance customer outcomes.

This is an opportunity to combine service management expertise with site reliability practices, influence how services evolve, and contribute to a culture of continuous improvement and operational excellence.

Your Impact

Incident Management & Response

Manage and coordinate incidents, including major incidents, to ensure timely restoration of services and clear stakeholder communication.

As part of the major incident management function, participate in an on-call roster, acting as an escalation point for major incidents and managing them through to resolution.

Ensure incidents are accurately recorded, updated and reviewed, and facilitate post-incident reviews (PIRs) to support root cause analysis and ongoing improvement.

Problem Management & Service Improvement

Lead and coordinate problem management activities to identify root causes and reduce repeat incidents.

Analyse service data, track improvement actions and identify trends and preventive measures to strengthen stability and overall service performance.

Change Management & Operational Readiness

Support change management processes to ensure changes are assessed, approved and implemented with minimal risk to services.

Act as an escalation point for emergency changes and, where required, perform privileged break-fix and emergency change activities under controlled access (PIM/JIT) to restore services.

Ensure operational controls (access, certificates and change records) are followed, and surface gaps for remediation.

Service Reliability & Operational Resilience

Apply reliability principles and service data to identify risks and improvement opportunities across technology services.

Support observability, automation and toil-reduction improvements to strengthen reliability and service performance.

Support disaster recovery and business continuity readiness, including test-plan review, evidence assessment and follow-up actions.

Service Management Practices & Stakeholder Engagement

Maintain service management tools, reporting and service information to support effective decision making and governance.

Build strong relationships with internal teams, vendors and stakeholders to support service delivery and continuous improvement.

Your Capabilities

• You bring experience in technology operations, service management or a related environment, with exposure to incident, problem and change management practices
• You have a proven ability to analyse issues, identify root causes and implement practical solutions that improve service outcomes
• You have strong communication skills and confidently engage with both technical and non-technical stakeholders, particularly during incidents and change activities
• You bring a collaborative approach and build trusted relationships that help achieve shared goals across teams and partners
• You have a strong sense of ownership, take accountability for outcomes and maintain a focus on service quality, reliability and customer impact
• You may also have a tertiary qualification in Information Technology, Business or a related discipline, along with ITIL certification or experience working within IT service management frameworks

Bring your technical and/or engineering skills to AIA NZ

Work on a scheduled on-call roster, providing 24/7 incident management coverage.

As part of on-call you will be responsible for managing emergency changes.

Your Life at AIA

At AIA, your skills in technology, data, and analytics are more than technical expertise, they're the foundation for creating Healthier, Longer, Better Lives. In return for your contribution, we offer a dynamic environment where innovation thrives, flexible ways of working, and opportunities to lead digital transformation at scale. You'll have access to cutting-edge tools, continuous learning programs, and a collaborative culture that values curiosity and creativity. Together, we'll design smarter solutions, unlock insights, and build digital experiences that make a real difference for millions of people across Asia-Pacific.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you're excited about this role but don't meet every requirement, we still encourage you