What Jobs are available for IT Service Management in Malaysia?

Job Summary

Application service delivery in Global Functions.

Technology and business stakeholder management across Global functions.

Meeting SLAs and improve on support performance by focusing on preventive measures.

Identify and implement the service improvement programs to improve overall stability of the application(s).

Continuous improvement plan execution on proactive monitoring, housekeeping automation and capacity planning to proactively detect and avoid incidents.

Production Change management - Accountable for managing the changes getting onto production / application releases and rollouts with zero or minimal impact to stability.

Impact assessment for dependent changes of the surround systems, infrastructure, networking etc.

Ensuring the adherence for compliance through appropriate governance such as proper documentation of all production changes (e.g. monitoring & recovery procedures, fall back plan, implementation plan etc.).

Problem management – Analyse and prioritize the application fixes. Collaborate with delivery counterparts for production problem fixes in a timely manner to minimise service degradation.

Risk management - Proactively identify and manage the application risk through appropriate mitigation controls.

Audit Management – Participate and manage the internal and external technology and business stakeholders-initiated audits.

Ensure Disaster recovery procedure / plan and Business Continuity management plan are up to date and be ready for anytime.

Publish monthly MIS related to incident, problem, change trends along with Risk, SIP and RCA Action Items to senior stakeholders.

Cost management – Participate and contribute for cost save initiatives.

Resource management - Cross-training, knowledge management and people performance management activities

Vendor Management – Measure the vendors service delivery and resources.

Expected to work on flexible hours that the situation demands with 100% individual contribution deliver production stability.

Technically hands-on with SRE skills for analyse and do the break fixes.

Do situation management for high priority incidents and stakeholder communication with technical information on the recovery progress.

Conduct RCA and track the prevention actions.

Applications risk and audit management and drive the SRE transformation / scorecard improvements.

Service review - Conduct thematic analysis and automate to reduce the toils.

Ability to clearly articulate the technical problems and solutions. Prepare weekly / monthly reports.

Implement SRE principles – Reliability, operability, observability and scalability and enable the measurements for availability, error budget, SLI & SLO.

Work with delivery engineering and business operations to ensure non functional maintenance requirements of systems are completely taken care.

Contribute to planning and implementation of software and hardware upgrades

Communicate / escalate and co-ordinate for platform issues pro-actively with vendors and users

Partner with senior leaders to drive and deliver on strategic priorities, performance management reporting and analytics though high-quality MI and stakeholder engagement

Driving process improvement, efficiency and resolving core business issues in the team.

Stakeholder management and escalation handling.

Continuous improvement in Productivity to drive the efficiencies in the team.

Strong leadership capabilities to build future-ready workforce and leverage an internal bank-wide network to facilitate and the role responsibilities always Upholding the Values of the Group and Company.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct.

• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

• Lead the (country / business unit / function/XXX (team) to achieve the outcomes set out in the Bank’s Conduct Principles: (Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.) *

• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

• (Insert local regulator e.g. PRA/FCA prescribed responsibilities and Rationale for allocation).

(Where relevant - Additionally, for subsidiaries or relevant non -subsidiaries)

• Serve as a Director of the Board of (insert name of entities)

• Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association (or equivalent)

Other Responsibilities Embed Here for good and Group’s brand and values in XXX (country / business unit / team); Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); (List all responsibilities associated with the role)

Skills and Experience

Business communication

Stakeholder Management

Audit, Risk and governance

Continuous Service improvement programme management

ITSM process

Good Analysing skills command over written and spoken English

Business writing / presentation skills

Qualifications Field of Study:

Computer Science / Engineering

Certification:

Bachelor Degree / Master Degree

About Standard Chartered We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do

Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well

Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.

Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.

Flexible working options based around home and office locations, with flexible working patterns.

Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits

A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.

Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.

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About the role

The IT Service Management (ITSM) Engineer is responsible for designing, implementing, and maintaining IT service management processes and tools across Nexperia’s global IT organization. This role ensures consistent service delivery, supports incident and problem resolution, and drives continuous improvement in IT operations. The ITSM Engineer collaborates with internal teams and external partners to enhance service quality and user experience.

What you will do Design and maintain ITSM processes including Incident, Problem, Change, and Request Management. Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting. Monitor service performance and ensure adherence to SLAs and KPIs. Coordinate with IT support teams and vendors to resolve service issues and improve response times. Develop and maintain service documentation, knowledge base articles, and process guides. Conduct root cause analysis and implement corrective actions for recurring issues. Support service reviews, audits, and compliance activities. Drive continuous improvement initiatives to enhance service delivery and user satisfaction. Provide training and guidance to IT staff on ITSM processes and tools. Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management.

What you will need Bachelor’s degree in Information Technology, Computer Science, or related field With 7+ years of experience in IT service management or IT operations roles ITIL certification (Foundation or higher) is preferred. Experience in a global enterprise environment is beneficial. Strong understanding of ITIL framework and ITSM best practices. Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar. Analytical skills for incident and problem resolution. Excellent communication and collaboration abilities. Ability to manage multiple priorities and work in a global environment. Process-oriented mindset with attention to detail. Experience in service reporting and performance analysis. Knowledge of service governance and compliance requirements. Accountable for the effective operation and continuous improvement of IT service management processes and tools across Nexperia’s IT organization. As an equal-opportunity employer, Nexperia values diversity not just because it is the right thing to do but because diverse teams perform better. We are dedicated to being inclusive, and a proof point of this dedication is that we were the main partner of the very first Dutch Paralympic Team NL House during the Paris 2024 Paralympic Games. Our recruitment process is inclusive and accessible to all, and we consider all applicants fairly, as well as providing a safe work environment and reasonable adjustments where requested. In addition, we offer our colleagues the possibility to join employee resource groups such as the Pride Network Group or global and local Women's groups. Nexperia is committed to increasing women in management positions to 30% by 2030. About Us

Nexperia

is a world-class company in semiconductor development and in-house production. A proven global player with an entrepreneurial mentality. At our core is an 12,000+ strong international network with a singular focus. Built on passion and commitment to our work, belief in our goals and a drive to succeed regardless of the challenges we face. We support, reward and challenge individuals equally, in a dynamic and energetic environment. Looking to push boundaries in a company where your talents can shine? Join TeamNexperia.

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Oversee daily operations of the Service Delivery Center to ensure efficient service delivery. Manage customer queries and complaints, ensuring timely and effective resolution. Collaborate with internal teams to optimize service processes and workflows. Monitor performance metrics to identify areas for improvement and implement solutions. Develop and maintain strong relationships with key stakeholders and clients. Support the implementation of new tools and technologies to enhance service delivery. Ensure compliance with company policies and industry regulations. Provide regular reports on service performance and customer satisfaction. The Successful Applicant A successful Service Management Coordinator (Japanese Speaker) should have: Candidates with 2-3 years of service coordination experience, preferably in an IT services environment, or other relevant coordination roles, are preferred. Proficiency in Japanese (N1-N2) and English (speak, read and write); Mandarin will be an added advantage. Proficiency in managing service delivery processes and resolving customer issues. Knowledge of performance metrics and reporting tools. Ability to work collaboratively with internal teams and external stakeholders. Excellent problem-solving and organizational skills. Familiarity with industry regulations and best practices. What's on Offer

Hybrid working arrangement Opportunities for growth and professional development. Supportive and collaborative company culture. Exposure to cutting-edge tools and technologies in the Technology & Telecoms industry.

If you are passionate about customer service and looking for a challenging yet rewarding role in Malaysia, we encourage you to apply! ContactYin Ern NgoQuote job refJN- Phone number #J-18808-Ljbffr

Nexperia Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia About The Role

The IT Service Management (ITSM) Engineer is responsible for designing, implementing, and maintaining IT service management processes and tools across Nexperia’s global IT organization. This role ensures consistent service delivery, supports incident and problem resolution, and drives continuous improvement in IT operations. The ITSM Engineer collaborates with internal teams and external partners to enhance service quality and user experience. What You Will Do

Design and maintain ITSM processes including Incident, Problem, Change, and Request Management. Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting. Monitor service performance and ensure adherence to SLAs and KPIs. Coordinate with IT support teams and vendors to resolve service issues and improve response times. Develop and maintain service documentation, knowledge base articles, and process guides. Conduct root cause analysis and implement corrective actions for recurring issues. Support service reviews, audits, and compliance activities. Drive continuous improvement initiatives to enhance service delivery and user satisfaction. Provide training and guidance to IT staff on ITSM processes and tools. Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management. What You Will Need

Bachelor’s degree in Information Technology, Computer Science, or related field With 7+ years of experience in IT service management or IT operations roles ITIL certification (Foundation or higher) is preferred. Experience in a global enterprise environment is beneficial. Strong understanding of ITIL framework and ITSM best practices. Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar. Analytical skills for incident and problem resolution. Excellent communication and collaboration abilities. Ability to manage multiple priorities and work in a global environment. Process-oriented mindset with attention to detail. Experience in service reporting and performance analysis. Knowledge of service governance and compliance requirements. Accountable for the effective operation and continuous improvement of IT service management processes and tools across Nexperia's IT organization. D&I Statement

As an equal-opportunity employer, Nexperia values diversity not just because it is the right thing to do but because diverse teams perform better. We are dedicated to being inclusive, and a proof point of this dedication is that we were the main partner of the very first Dutch Paralympic Team NL House during the Paris 2024 Paralympic Games. Our recruitment process is inclusive and accessible to all, and we consider all applicants fairly, as well as providing a safe work environment and reasonable adjustments where requested. In addition, we offer our colleagues the possibility to join employee resource groups such as the Pride Network Group or global and local Women's groups. Nexperia is committed to increasing women in management positions to 30% by 2030. Seniority level

Mid-Senior level Employment type

Full-time Job function

Information Technology Industries

Semiconductor Manufacturing

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About the role This full-time

Head of Service Management

role offers an exciting opportunity to lead the service management function within a dynamic telecommunications company. Based in

Kuching, Sarawak , the role is responsible for ensuring the delivery of high-quality services to customers and driving continuous improvement across service operations. What you’ll be doing

Design and execute a comprehensive customer success framework that reinforces the organisation’s strategic vision and enhances value delivery across the customer lifecycle. Lead the Program Management Office (PMO) and oversee the delivery of strategic initiatives, ensuring that all projects are executed on time, within scope, and to the highest quality standards. Serve as the primary liaison for key clients, fostering enduring relationships and ensuring alignment between customer expectations and service outcomes. Develop a deep understanding of the company’s solutions portfolio to effectively identify and capitalise on opportunities for upselling, cross-selling, renewals, and account growth. Champion continuous improvement initiatives by identifying operational inefficiencies and implementing best practices to elevate program governance and delivery effectiveness. Establish and strengthen strategic alliances with external partners, broadening the company’s ecosystem and enhancing competitive advantage. Undertake additional assignments and responsibilities as delegated by the immediate superior or relevant stakeholders in support of organisational priorities. What we’re looking for

A bachelor’s degree in business administration, engineering, or a related discipline; advanced degrees or certifications in project management or service excellence are an added advantage. Minimum of 15 years of professional experience, including at least 10 years in senior-level program or service management roles with proven leadership in complex environments. Demonstrated success in crafting and implementing customer‑centric strategies that drive engagement, loyalty, and business growth. Extensive experience in large‑scale project and change management, including cross‑functional coordination and enterprise‑level transformation initiatives. Strong strategic acumen with the ability to prioritise competing demands, manage risks, and align execution with corporate objectives. Proficiency in managing enterprise customer contracts, including SLA negotiation, billing structures, and performance metrics. In‑depth knowledge of service operations, support frameworks, and escalation protocols within high‑performance environments. Proven ability to develop and manage strategic partnerships and stakeholder relationships across multiple organisational levels. Exceptional communication, negotiation, and interpersonal skills, with the capability to influence and engage both internal and external stakeholders. Strong leadership capabilities with a demonstrated ability to lead, inspire, and develop high‑performing teams in a dynamic business setting. Sarawakian candidates are strongly encouraged to apply. What we offer

We are committed to creating an environment where our employees can thrive. We offer competitive remuneration, comprehensive benefits, and opportunities for professional development. Our focus on work‑life balance and well‑being ensures that our team members can achieve their full potential. About us

SACOFA is a telecommunications infrastructure provider based in Sarawak, Malaysia, dedicated to delivering reliable and innovative connectivity across the region. As a key contributor to Sarawak’s digital transformation, we provide quality infrastructure and services that connect communities and businesses. Application questions

Which of the following types of qualifications do you have? Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? How many years' experience do you have as a Head of Service? How many years of project management experience do you have? How many years' experience do you have as a PMP Certified Project Manager? How many years' experience do you have as a Telecommunications Project Manager?

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We are Malaysia’s leading Credit Reporting Agency (CRA) and we are aggressively expanding our business, and looking for dynamic, driven and motivated individuals to join our team. Our Direct-To-Consumer segment (D2C), is one of our fastest growing product areas in the market, with an abundance of expansion plans and innovative ideas on hand.

ROLE OVERVIEW The Manager- IT ServiceManagement owns end-to-end governance, design, and continuous improvement ofITSM processes across a hybrid infrastructure on-premise data centers, AWScloud services, and integrated SaaS platforms. This role leads Incident, Change& Release, Knowledge, Asset, and Configuration Management, establishesgovernance frameworks (SOPs, policies, runbooks), and delivers real-timeoperational insights via ITSM tooling. As a senior liaison to business unitsand governance bodies (Change Advisory Board, Technology Committee, Risk &Compliance, Enterprise Architecture), this position drives service excellence,risk mitigation, and alignment of IT operations with business objectives.

KEYRESPONSIBILITIES Service Governance & Strategy

Develop, implement, and mature ITSMframeworks, policies, SOPs, and governance documentation aligned to ITIL v4best practices.

Chair and participate in governance forums(CAB, Risk Management Committee, Technology Committee, Enterprise ArchitectureCommittee), providing data-driven recommendations and risk assessments.

Define service portfolios, SLAs/OLAs, andcost center controls; partner with FinOps to forecast budgets, manage cloudexpenditure, and optimize software and subscription licenses.

Incident, Problem & Knowledge Management

Establish robust frameworks and processesto orchestrate cross-functional war rooms, coordinate stakeholdercommunications, and conduct post-incident reviews (RCA and knowledge-baseupdates).

Implement operational-troubleshootingstrategies and best practices to identify root causes, deploy workarounds, andmaintain a comprehensive Known Error Database.

Govern knowledge management by ensuringplaybooks, runbooks, and FAQs remain current, searchable(Confluence/SharePoint), and fully integrated into support workflows.

Change & Release Management

Develop and maintain robustframeworks to govern the full RFC lifecycle, including request intake, impactanalysis, risk assessment, scheduling, CAB coordination, andpost-implementation review.

Integrate Change processes with DevOpspipelines (CI/CD), enabling safe automation of releases while maintainingrigorous control.

Enforce Emergency Change protocols withclear criteria, approvals, and rapid rollback mechanisms.

Maintain CMDB integrity through automateddiscovery (ServiceNow, LANDesk, AWS Config, Opentext, etc) and reconciliationprocesses.

Oversee IT Asset Management lifecycle:procurement, vendor tendering (RFX), contract negotiation, SLA monitoring, andend-of-life disposal.

Evaluate and manage third-party serviceproviders (infrastructure, networking, EUC), ensuring compliance withservice-level commitments.

Operational Excellence & Monitoring

Implement IT Operations Model with 24x7coverage, integrated alerting (SNS, Grafana, PagerDuty, etc), and monitoringplatforms (Nagios, Grafana, Datadog, Dynatrace).

Design and deliver executive dashboardsvia ITSM tools and BI solutions, tracking KPIs such as MTTR, SLA compliance,system availability, and change success rates.

Drive continuous improvement initiatives(automation, self-service portals, chatbots) to reduce manual effort andaccelerate time to value.

Stakeholder Engagement & Reporting

Act as principal point of contact forbusiness units, translating technical metrics into business impacts andstrategic roadmaps.

Present regular performance reports, riskanalyses, and improvement plans to senior leadership and finance partners.

Facilitate training and awareness programson ITSM processes and tools for company-wide.

WHATDOES IT TAKE TO BE SUCCESSFUL Qualifications

Bachelor’s degree in Computer Science,Information Technology, or related discipline.

ITIL Intermediate certifications (ServiceTransition, Service Operation, CSI) highly desirable.

Certifications in ServiceNow,Jira Service Management, and other leading ITSM platforms are a plus.

Certifications from Microsoft,VMware, AWS, or other major technology providers are highly advantageous.

WorkExperience

8+ years in IT Service Management, ITOperations, or Infrastructure roles within hybrid on-premise and cloud environments.

Proven leadership in incident, change, release,asset, and knowledge management for enterprise-scale organizations.

Hands-on experience with vendor management, RFxprocesses, and managing service-delivery contracts.

Exposure to financial services or regulatedindustries preferred.

Deep understanding of the ITIL servicelifecycle and capability to tailor processes to business needs.

Strong stakeholder and committee managementskills, with the ability to influence decision-making forums (Change Advisory Board,Risk, Architecture, etc).

Proficient in ITSM tooling (Service Desk, JiraService Management, LANDesk, Freshservice), enterprise collaboration suites(O365, SharePoint, Confluence), and technology operations.

Excellent analytical, communication, andleadership abilities to drive continuous improvement and operational resilience

Experience with project tracking and workflowtools such as Jira, VSTS, Trello, etc.

Experience in purchasing, contracts, commercialengagement, project tender processes (RFP, RFQ, etc)

Demonstrated leadership and the ability toprovide advisory, guidance and coaching to team members on new approaches,products and technologies.

Experience addressing audit, compliance, andsecurity requirements to meet organization standards, especially in drivingimplementation and preventive measures.

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Posting Date : 23 Sep 2025 | Close Date : 22 Dec 2025 Client Industry:

Software Company Location:

Mid Valley Key Responsibilities

Design and maintain ITSM processes including Incident, Problem, Change, and Request Management. Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting. Monitor service performance and ensure adherence to SLAs and KPIs. Coordinate with IT support teams and vendors to resolve service issues and improve response times. Develop and maintain service documentation, knowledge base articles, and process guides. Conduct root cause analysis and implement corrective actions for recurring issues. Support service reviews, audits, and compliance activities. Drive continuous improvement initiatives to enhance service delivery and user satisfaction. Provide training and guidance to IT staff on ITSM processes and tools. Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management. Key Requirements

Bachelor’s degree in information technology, Computer Science, or related field. 3–7 years of experience in IT service management or IT operations roles. ITIL certification (Foundation or higher) is preferred. Experience in a global enterprise environment is beneficial. Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar. If you are interested in this position, you may apply directly by clicking “Apply” button directly or you may apply through our website

Work Location

: Kuala Lumpur

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AIA Digital+ Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia Senior Manager, Service Management

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives. If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment. About the role The primary objective of the Senior Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Incident and Problem processes across AIA. By effectively managing each of the critical IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA. Responsibilities include, but are not limited to, the following: Incident & Problem Management: Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations. Coordinating & managing rapid and effective response to Critical, Major and High Severity Incidents, including escalation, follow through, dissemination of workarounds, or resolution advice and closure. Point of Contact for internal stakeholders for all high severity Incidents and ensuring timely, clear, accurate and punctual communications to internal stakeholders Lead and/or contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required. Establish and maintain incident response procedures, including escalation paths and communication channels. Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence. Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, ensuring the implementation of identified corrective actions, preventive actions, and permanent solutions. Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology as well as implement measures to prevent incident recurrence. In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices. Develop and maintain a known error database to facilitate faster resolution of future incidents. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required. Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability. Mentor and guide team members to enhance skills and capabilities. Ensure effective communication and collaboration within the team and with other teams within AIA and external parties. Provide training and education to all relevant team members particularly on Incident and Problem Management processes. Process Improvement: Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices. Implement and/or leverage tools and technologies to automate and streamline service management activities. Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement Experience: 8+ years relevant experience in managing large enterprise technology Incident and Problem Management. Excellent understanding and proven experience in ITSM implementation in a multi-site environment. Sound understanding of IT operating model design and best practices. Certification, ITIL, COBIT, Sigma and Prince or other. Ability to demonstrate independent leadership, judgment, and decision making. Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative. Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels. Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner. Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy. Willing to work on 24/7 shift, weekly rotational and standby on weekend. 7am to 4pm (weekdays) 3pm to 12 am (weekdays) 10pm to 7am (weekdays) We are an equal opportunity employer and welcome applications from qualified candidates. We are committed to creating a diverse and inclusive workplace and encourage applicants from diverse backgrounds to apply.

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Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives. If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment. If you want to shape a brighter future at AIA Digital+, please read on. About the Role The main objective of the Senior Manager – IT Service Management is to ensure the smooth & continuous end-to-end operation of Incident, Problem, and Change Management processes across AIA. By effectively handling each of the critical IT service management functions, the incumbent will contribute to maintaining high levels of service availability, minimizing disruptions to business operations, and driving continuous improvement in service delivery and management across AIA. Responsibilities include, but are not limited to, the following: Incident & Problem Management: Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations. Coordinating & managing rapid and effective response to Critical, Major and High Severity Incidents, including escalation, follow through, dissemination of workarounds, or resolution advice and closure. Point of Contact for internal stakeholders for all high severity Incidents and ensuring timely, clear, accurate and punctual communications to internal stakeholders Lead and/or contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required. Establish and maintain incident response procedures, including escalation paths and communication channels. Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence. Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, ensuring the implementation of identified corrective actions, preventive actions, and permanent solutions. Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology as well as implement measures to prevent incident recurrence. In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices. Develop and maintain a known error database to facilitate faster resolution of future incidents. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required. Change Management: Lead and manage the Change Management process, ensuring all changes are properly assessed, authorized, and implemented with minimal disruption to services. Establish, maintain, and enforce change control procedures, including but not limited to impact assessment and risk analysis. Manage Change Management workflow adherence to ensure a consistent approach to the logging, assessment, and review of IT changes. Ensure onboarding or transition of new services are aligned to established process and procedures. Coordinate with stakeholders to schedule and prioritize changes according to business needs. Chair the Change Advisory Board (CAB) and produce Agendas, Minutes and reports accordingly. Ensure Change processes and procedures are aligned to company strategy and priorities, reviewing, and revising as required to meet evolving business needs. Work with relevant stakeholders and manage expectations of key support stakeholders (including internal and external delivery teams), drive change and negotiate successful outcomes within complex changes. Drive effective change process governance across AIA, ensuring continued delivery and stability of the organization’s IT services. Ensure Change Management documentation, standards and processes are created, maintained, and adhered to by relevant parties and provide advice/guidance as required. Team Collaboration: Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability. Mentor and guide team members to enhance skills and capabilities. Ensure effective communication and collaboration within the team and with other teams within AIA and external parties. Provide training and education to all relevant team members particularly on Incident, Problem and Change Management processes. Process Improvement: Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices. Implement and/or leverage tools and technologies to automate and streamline service management activities. Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement Responsibilities include, but are not limited to, the following: Incident & Problem Management: Lead and manage the Incident Management process, ensuring timely resolution of incidents and minimizing impact on business operations. Coordinating & managing rapid and effective response to Critical, Major and High Severity Incidents, including escalation, follow through, dissemination of workarounds, or resolution advice and closure. Point of Contact for internal stakeholders for all high severity Incidents and ensuring timely, clear, accurate and punctual communications to internal stakeholders Lead and/or contribute to effective Post Incident Reviews - Engage teams for PIR activities, produce Post Incident Reports, as well as input to the Change and Problem Management Processes as and when required. Establish and maintain incident response procedures, including escalation paths and communication channels. Drive the Problem Management process to identify root causes of recurring incidents and proactively prevent their occurrence. Host and/or join problem review meetings and collaborate with technical teams and key stakeholders to investigate root causes and contributing factors, ensuring the implementation of identified corrective actions, preventive actions, and permanent solutions. Analyze incident trends by reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology as well as implement measures to prevent incident recurrence. In conjunction with key vendors, identify and drive continuous service improvement opportunities to enhance Incident and Problem Management practices. Develop and maintain a known error database to facilitate faster resolution of future incidents. Ability to work across 24/7 coverage via Out of Hours/On Call Rota as required. Change Management: Lead and manage the Change Management process, ensuring all changes are properly assessed, authorized, and implemented with minimal disruption to services. Establish, maintain, and enforce change control procedures, including but not limited to impact assessment and risk analysis. Manage Change Management workflow adherence to ensure a consistent approach to the logging, assessment, and review of IT changes. Ensure onboarding or transition of new services are aligned to established process and procedures. Coordinate with stakeholders to schedule and prioritize changes according to business needs. Chair the Change Advisory Board (CAB) and produce Agendas, Minutes and reports accordingly. Ensure Change processes and procedures are aligned to company strategy and priorities, reviewing, and revising as required to meet evolving business needs. Work with relevant stakeholders and manage expectations of key support stakeholders (including internal and external delivery teams), drive change and negotiate successful outcomes within complex changes. Drive effective change process governance across AIA, ensuring continued delivery and stability of the organization’s IT services. Ensure Change Management documentation, standards and processes are created, maintained, and adhered to by relevant parties and provide advice/guidance as required. Team Collaboration: Work closely with the Group & LBU IPC Teams, Technology Teams and external partners, fostering a culture of continuous improvement and accountability. Mentor and guide team members to enhance skills and capabilities. Ensure effective communication and collaboration within the team and with other teams within AIA and external parties. Provide training and education to all relevant team members particularly on Incident, Problem and Change Management processes. Process Improvement: Continuously evaluate and refine IT service management processes to enhance efficiency, effectiveness, and alignment with industry best practices. Implement and/or leverage tools and technologies to automate and streamline service management activities. Monitor key performance indicators (KPIs) and metrics to measure process performance and identify areas for improvement Minimum Job Requirements: Experience: 8+ years relevant experience in managing large enterprise technology IPC. Excellent understanding and proven experience in ITSM implementation in a multi-site environment. Proven experience plus qualification in ITIL. Sound understanding of IT operating model design and best practices. Certification, ITIL, COBIT, Sigma and Prince or other. Special skills: Ability to demonstrate independent leadership, judgment, and decision making. Ability to adjust to multiple and changing priorities, remaining flexible, open, and collaborative. Ability to create and maintain cooperative working relationships with internal and external stakeholders at all levels. Excellent analytical and communication skills to understand business context; and enquire, counsel, and present solutions in an understandable and simple manner. Be a self-starter and possess the confidence and skills to operate with and enjoy a high degree of autonomy. 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.

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