Manager, Data and Service Operations

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 IT Operation Support Centre manager is responsible for managing all incidents and service requests pertaining to Group and Local BU data centre management and cloud managed services. This role involves ensuring timely resolution and fulfilment of technical issues while maintaining high levels of customer satisfaction. Additionally, the manager will own data mining and manage analytics to understand user behaviours, identify trends, and generate actionable insights to support management decision-making. The ideal candidate will combine basic technical expertise with analytical skills to enhance service delivery and contribute to continuous improvement initiatives.

Roles and Responsibilities

1. Team Leadership and Supervision

• Lead and mentor the IT Operation Support Centre team, ensuring alignment with organizational goals.  
• Monitor team performance, conduct regular evaluations, and provide constructive feedback for professional growth.  
• Foster a positive and collaborative work environment to boost team morale and productivity.  

2. Strategic Planning and Alignment

• Develop and implement strategies to enhance the efficiency and effectiveness of the IT Operation Support Centre.  
• Align team objectives with the overall IT and business strategy, particularly in data centre and cloud services.  

3. Escalation and Critical Incident Management

• Act as the escalation point for complex or high-priority incidents, ensuring timely resolution and communication.  

4. Stakeholder Engagement

• Collaborate with internal stakeholders, including IT leaders and department heads, to address business needs.  
• Manage relationships with external vendors and partners to ensure consistent service delivery.  

5. Resource and Capacity Management 

• Assess and allocate resources to meet service level agreements and address peak demand periods.  
• Develop and implement workforce plans, including recruitment, training, and retention strategies.  

6. Data-Driven Decision Making 

• Oversee the collection and analysis of service data to monitor trends, user behaviours, and system performance.  
• Present comprehensive reports and insights to executive management to inform strategic decisions.  
• Proposed tools and adopt technology for data ingestion activities

7. Process Optimization and Innovation  

• Identify opportunities for automation and innovation to streamline IT Operation Support Centre team.
• Establish, document, and maintain standardized procedures and workflows to ensure consistency. 

8. Training and Knowledge Sharing 

• Develop and deliver training programs for the team to stay updated on the latest technologies and best practices.  
• Encourage knowledge-sharing initiatives to enhance the team's technical expertise and service delivery.  

Job Requirements

Experience:

• 4+ years relevant experience in managing large enterprise technology Service Management functions
• 2+ years relevant experience in using ITSM tools ie. ServiceNow, BMC etc
• Degree or Diploma in Business IT or Computing
• Able to standby 24/7in the event of Major Incident/Crisis
• Demonstrable track of IT Service Management processes implementation and transformation and enterprise scale.
• Excellent understanding and proven experience in ITSM implementation in a multi-site environment.
• Proven experience plus qualification in ITIL.
• Experience of leading and process transformation in a decentralized organization, preferably within a Group / Regional Office where delivery is through influence rather than direct control.
• Sound understanding of IT operating model design and best practices.
• Certification, ITIL or Others
• Sound experience in using MS Teams

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.

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