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Service Delivery Manager (Business)

Keywords / Skills : Service Delivery Manager (Business)

6 - 8 years
Posted: 2019-05-14

Customer Service/ Call Centre/ BPO
Manager - Service Delivery
Posted On
14th May 2019
Job Ref code
Job Description
Job Description :

Service Delivery Manager (Business)
Key Responsibilities
1) Service Delivery Management to AIA IM
  • Manage the delivery of IT Services to AIA IM as outlined in the SOW.
  • Initiate discussions to resolve gaps in delivery performance and SLAs by Technology teams
  • Work with Infrastructure and Technology teams to ensure infrastructure services and processes implemented comply with Groups standard, MAS TRM, MAS Outsourcing and PDPA requirements.
  • Manage the infrastructure service management reporting in accordance to regulatory and audit requirements.
  • Review the technology requirements on behalf of AIA IM with Interco (AIA Group Technology, AIA Group Investment) and potential vendors.
  • Present recommendations of IT solutions to AIA IM to facilitate AIA IMs decision making on the adoption and purchase.
  • Work with infrastructure services from Infrastructure Management and Network, Telephony and Helpdesk and demand services from major outsourced vendors (IBM, BT and Microsoft).
  • Manage the delivery of Bloomberg Services to AIA IM
  • Work with BCM team Ensure IT services to support delivery of BCP and IT Disaster Recovery Support to AIA IM.
  • Manage the annual due diligence of outsourced vendors for submission to MAS
  • Work with Technology Finance team to oversee the billing of infrastructure services to AIA IM.

2) Documentation of Infrastructure Solution, Process and Procedures
3) Ensure Compliance of audit, regulatory, security policy and procedures
4) Project Manage IT Initiatives as Assigned
Key Requirements
  • Bachelor Degree or Diploma in Computer Science, Computer Engineering or related field
  • At least 6 to 8 years relevant experience
  • Strong technical hands on domain knowledge and experience in UNIX, Storage and Sybase Database
  • Experienced in Data Centre Infrastructure System Operations
  • PMP certification is an advantage
  • Good project management skills
  • Communication and presentation skills
  • Good troubleshooting and analytical skills

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