Service Delivery Manager

2 weeks ago

Auckland City, New Zealand AIA Full time

At AIA, our promise is to help people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. Our firm belief is that by following our Operating Philosophy of doing the right thing, in the right way with the right people, the results will come. AIA Insurance for Life, Health and Wellbeing.

Why work in AIA Technology?

In the Technology team, we strive to be at the cutting edge of technology. By delivering agile and innovative tech solutions, we use our expertise and technical skills to help support the organisations strategic goals. We also provide a range of invaluable IT support services to our employees and distribution partners.

To support the Ascend 200 strategy, we have embarked on a significant multi-year investment portfolio. Under the Technology, Digital and Analytics (TDA) program of work we are accelerating our digitisation of customer and distribution channels, our adoption of Cloud and our focus on being a data-driven organisation.

Come join us as we transform our capabilities and drive simplification throughout our tech stack.

The opportunity:
The Service Delivery Manager is a pivotal member of the Infrastructure & Technology Operations Team and will contribute to the successful enablement of the AIA NZ enterprise-wide IT strategy, vision, and roadmap.

About the role:
This role is responsible for the Service Management operations, including Incident, Problem and Change Management, Technology reporting and continuous improvement of ITSM functions to provide operational excellence.- Monitoring various Technology functions to ensure optimal service- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary- Taking ownership of high severity incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for the delivery of post-incident reviews and root cause analyses.- Recommending methods of improvement and seeing that actions are implemented on time for service delivery improvements- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between Technology and other departments- Taking ownership to ensure the relevant ITSM systems are updated with accurate information the meets Group requirements - such as CMDB and Application Portfolio Management systems- Providing accurate and- regular reports
- to the management on performance across various Technology functions

Performs other responsibilities and duties periodically assigned by supervisor in order to meet reasonable operational and/or other requirements.

About you:
Technical Skills and Knowledge- Knowledge of emerging technology trends, IT functions, and basic architecture.- Demonstrated planning, prioritisation and organisation skills.- Understanding of project management methodologies.- Strong commercial acumen, together with practical financial skills.- Proven ability to meet critical timeframes and deadlines.- Data analysis and Excel skills.- Demonstrated leadership and people management skills.- Solid understanding of business needs and customer focus beyond technical/technology aspects.- Excellent written and oral communication skills, including an ability to communicate information in terms that the audience can understand.

Role Related Experience- 5+ years’ experience in a similar ITSM role, preferably within the financial services industry

**Qualifications**:
- ITIL certification or demonstrable equivalate within an ITIL organisation- Minimum of a Degree in ICT or Management.

Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.- Internal mobility opportunities- Technical skills training and certification- A career development framework geared specifically for Technology roles- Work for a business helping make positive health and wellbeing changes to the lives of New Zealanders- Access additional leave days to recharge and refresh yourself- Enjoy wonderful Health and Wellbeing initiatives that support you- Work with supportive and inclusive managers- Flexible working arrangements- Dedicated time to focus on personal and professional development- Opportunity to get involved in transformation projects

What’s next?

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

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