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Kuala Lumpur, Malaysia
Hybrid
FIND YOUR 'BETTER' AT AIA
We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.
We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.
If you believe in better, we’d love to hear from you.
About the Role
The role ensures the effective delivery of high‑quality IT services by managing outsourced service providers and internal teams (aka IT partners), ensuring all services meet the commitments outlined in the Statement of Work, maintaining and improving agreed service levels, aligning partner performance with IT and business expectations, conducting regular Service Performance Reviews / Governance Meetings with timely follow‑up actions, driving continuous improvement initiatives, ensuring efficient service delivery processes, identifying and mitigating risks, and resolving day‑to‑day service issues promptly.Roles and Responsibilities
Work with IT Partners to ensure their performance is delivered in accordance with agreed service levels and customer satisfaction KPI targets.
Report on service performance and measurements based on agreed instrumentation and SLA calculations, ensuring that IT Partners produce service reports for each service provided.
Work with the internal IT team to ensure IT Partners’ service levels are aligned with those agreed between AIA IT and AIA business units/entities.
Work with IT Partners to plan and schedule Service Performance Review meetings and document the results and actions.
Ensure Service Performance Reviews are conducted regularly and that required actions are completed.
Participate in incident, problem, and change management processes to mitigate risks and improve system and service quality.
Perform gap analysis to identify SLA breaches, investigate root causes, and recommend actions to prevent recurrence.
Drive improvement initiatives with IT Partners and/or the internal IT team, ensuring progress updates are provided to customers.
Work with relevant parties, including outsourcing partners, to drive improvement initiatives.
Promote and ensure service delivery processes and working practices are effective and efficient.
Govern Asset Management and ensure assets are inventoried and managed in accordance with Group Standards.
Govern Security & Compliance for assets, ensuring vulnerabilities are remediated within agreed timelines.
Govern Security Agent Compliance and Secure Configuration Hardening, ensuring all non‑compliance items are remediated within agreed SLAs and timelines.
Govern Document Management within the unit and ensure all documents are reviewed and signed off annually.
Minimum Job Requirements
Bachelor’s Degree in Computer Engineering or an IT‑related field, with a minimum of 7 years’ relevant experience managing service delivery professionals.
Excellent knowledge of systems, software, technologies, communications, and suppliers that support business needs.
Strong expertise in ITIL disciplines and project management.
Ability to write policies and standard operating procedures.
Ability to work in a fast‑paced environment and drive quick resolution of issues.
Good verbal and written communication skills.
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.