Description
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.
The Service Delivery Partner is accountable for representing the day-to-day service delivery of Group IT Operations to assigned service recipients. With a focus on business outcomes, service quality, and stakeholder trust, the role provides operational oversight of services delivered by technical service providers, ensuring services meet business needs, agreed service levels, and applicable policies and standards.
Responsibilities include:
- Service Delivery Representation: Represent the day-to-day delivery of Group IT Operations services to Service Recipients. Act as the primary interface between Service Providers and Service Recipients, ensuring services meet business needs, agreed service levels, and stakeholder expectations.
- Operational Service Oversight: Provide oversight of operational service health across assigned services and technology platforms. Monitor service performance, ticket trends, operational risks, recurring issues, service degradations, capacity concerns, vulnerability remediation activities, backup exceptions, and service transition initiatives.
- Service Reviews and Governance: Lead and support regular Operational Review meetings and contribute to Service Governance forums. Review service level performance, operational trends, action items, escalations, and service improvement progress.
- Service Provider Performance Management: Identify recurring issues, service trends, and opportunities for improvement. Initiate, coordinate, and oversee Service Improvement Programs (SIPs), working closely with operational teams and the Process Design, Transition & Optimization function to address root causes and achieve measurable improvements in service performance, customer experience, and operational efficiency.
- Demand and Change Coordination: Support the review and coordination of new demand, service requests, service recipient initiatives, and operational changes that fall outside normal business-as-usual activities.
- Stakeholder and Escalation Management: Establish and maintain effective working relationships with Service Recipients, Service Providers, and key technology stakeholders. Serve as the central point of contact for service-related enquiries, investigations, audits, reviews, escalations, and communications.
- Knowledge and Service Management: Promote effective service management practices and ensure operational knowledge, documentation, policies, standards, stakeholder information, and service-related artefacts are maintained, communicated, and continuously improved.
- Continuous Improvement and Operational Excellence: Contribute to initiatives that improve service quality, operational efficiency, compliance, reporting, governance effectiveness, and stakeholder experience.
Benefits: AIA offers opportunities to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life.
Our culture: At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. It's about finding new ways to not only better people's lives, but to better the communities and environments we live in.