At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.

To get there, we need people with tech/digital/analytics expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.

If you believe in developing a better tomorrow, read on. 

About the Role

The position is responsible for managing and coordinating outsourced service providers and internal IT services to ensure high-quality service delivery. This includes monitoring service performance, ensuring compliance with service agreements, conducting regular reviews, driving continuous improvement, managing risks, and resolving service-related issues efficiently.

Job Responsibilities:

• Collaborate with IT partners to ensure their performance meets agreed service levels and customer satisfaction KPIs.

• Monitor and report on service performance using agreed instrumentation and SLA metrics, ensuring all IT partners produce service reports for each service provided.

• Work with the internal IT team to align IT partners’ service levels with those between AIA IT and AIA business units/entities.

• Coordinate with IT partners to plan and schedule Service Performance Review meetings, and document outcomes and action items.

• Ensure Service Performance Reviews are conducted regularly and follow-up actions are completed.

• Participate in incident, problem, and change management processes to mitigate risks and enhance system and service quality.

• Conduct gap analyses when SLA breaches occur, investigate root causes, and recommend preventive actions.

• Drive improvement initiatives identified during Service Reviews in collaboration with IT partners and/or the internal IT team, and ensure progress reports are shared with stakeholders.

• Work with relevant parties, including outsourcing partners, to implement and track improvement initiatives.

• Promote and ensure the effectiveness and efficiency of service delivery processes and working practices.

• Oversee Asset Management to ensure assets are inventoried and managed in compliance with Group standards.

• Govern Security & Compliance of assets, ensuring vulnerabilities are remediated within agreed timelines.

• Manage Security Agent Compliance and Secure Configuration Hardening, ensuring all non-compliances are resolved within SLA timelines.

• Oversee Document Management within the unit, ensuring all documents are reviewed and signed off annually.

Job Requirements:

• Bachelor’s Degree in Computer Engineering, Information Technology, or a related field.

• Minimum of 7 years of relevant experience in managing IT service delivery.

• Strong knowledge of systems, software, technologies, communications, and vendor management to support business operations.

• Proven expertise in ITIL disciplines and project management methodologies.

• Ability to develop and maintain policies, procedures, and standard operating documents.

• Capable of working effectively in a fast-paced environment and driving timely resolution of issues.

• Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels.

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.