Senior Manager, Service Management

AIA Digital+

8+ years incident management experience
Itil certification required
Multi-site itsm implementation experience
The role is responsible for the end-to-end management of all high-impacting incidents across AIA Group offices and local business units

Job Summary

  • The role is responsible for the end-to-end management of all high-impacting incidents across AIA Group offices and local business units.
  • Candidates must lead effective Post Incident Reviews and drive the Problem Management process to identify root causes of recurring incidents.
  • The position requires working across 24/7 coverage via an Out of Hours or On Call Rota as needed.

Matching Summary

The role is responsible for the end-to-end management of all high-impacting incidents across AIA Group offices and local business units.

Skills & Requirements

Must-have

  • 8+ years incident management experience
  • ITIL certification required
  • Multi-site ITSM implementation experience
  • Root cause analysis and problem resolution
  • 24/7 on-call rotation availability

Nice-to-have

  • Strong analytical and communication skills
  • Experience with continuous service improvement
  • Ability to mentor team members
  • Vendor management collaboration skills
  • Proactive trend analysis capabilities

Key Requirements

  • 8+ years relevant experience in enterprise technology incident management
  • Proven qualification in ITIL
  • Sound understanding of IT operating model design
  • Certification in COBIT, Sigma, Prince, or similar

Work Rights

Not specified

Tailored Resume

Cover Letter