Job Description

About the Role

As a member of the Transformation Office, you will lead company-wide projects/initiatives to drive positive changes, address business challenges and achieve company goals/objectives.

In this role he/she will support the Incident, Problem and Change Lead (IPC Lead) to manage the governance of the incident, problem and change management process for AIA Singapore. His/Her primary roles include :

• Manage and follow up on scorecards, surveys, methods and tools to monitor KPI, OLA and SLA compliance
• Ensure service levels are defined and met around Availability, Performance and Resiliency
• Follow up on long term resolution of Sev 1 and3 incidents, recurring incidents/problems or major events
• Help identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement
• Pre and Post deployment reviews of technical changes
• Communicate with application owners, change manager and change coordinators and update them of the latest process
• Ensure the overall quality of change documents for all changes
• Management of strict deadlines for Change Policy
• Conduct routine catchup on the change management process with Change Coordinator and Change managers
• Review and update the change management processes periodically to align with organizations IT security standards

• A minimum of 3 to 5 years working experience in ITSM (IT Service Management) and/or IT Service Delivery and Change Management
• Ability to communicate clearly on ITSM/Service Delivery/Change Management concepts and processes to stakeholders
• Have an understanding of IT service portfolio
• Experience in ITSM tool SNOW and Agile project management tool JIRA will be preferred
• ITSM/ITIL certification

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