Assistant Manager, ITSM Operations and Automation

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves more than 38 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

FWD Vietnam Technology Company Limited., known as FWD VTC, was set up in 2024 and is part of FWD Group. FWD VTC in Vietnam is one of FWD Group’s office locations serving multiple markets within the Group and employs team members in various functions including Group Technology and Operations, Group Digital & Data and our Centre of Excellence comprising cloud & infrastructure, information security, enterprise architecture and solution delivery.

• Oversee the delivery and improvement of IT service management processes and tools, ensuring alignment with best practices and customer expectations.
• Lead the automation of ITSM workflows and tasks, leveraging emerging technologies and platforms to enhance efficiency and effectiveness.
• Report to the manager of ITSM operations and automations and supervise a team of ITSM analysts and specialists.

KEY ACCOUNTABILITIES

 

• Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management.

• Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements.

• Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics.

• Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.

• Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud.

• Collaborate with IT and business stakeholders to understand their needs and expectations, and provide guidance and support on ITSM best practices and automation solutions.

• Manage the ITSM operations and automations team, including hiring, training, coaching, performance management, and career development.

• Manage the ITSM operations and automations budget, ensuring cost-effectiveness and alignment with IT and business objectives.

QUALIFICATIONS / EXPERIENCE

 

·       5 years’ experience in ITSM operations and automations, preferably in a leadership role

·       Minimum 4 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.

 

CERTIFICATIONS

 

·       ITIL V3/V4 Certification.

·       Certified as ServiceNow – System Administrator (CSA)

·       Automation tools certification (e.g., Ansible, Terraform, UiPath, etc)

·       Bachelor's degree in computer science, information systems, engineering, or related field

 

KNOWLEDGE & TECHNICAL SKILLS

 

·       Demonstrating experience working with ServiceNow platform.

·       Experience working in cloud environments like Azure and AWS and the integration with ServiceNOW platform.

·       Demonstrating experience working with automation tool.

·       Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.

·       Strong communication, collaboration and customer service skills.

·       Applies standard methodology, techniques, procedures and criteria.

Up-to-date knowledge of marketplace and technologychangespertinenttoServiceNow, monitoring tools, and ITIL processes, e.g. GenAI integration with MS OpenAI or NOW Assist in ITSM Pro.