Service Delivery Analyst

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 Analyst 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.

The role will develop a capability that will be responsible for,- Delivering reporting that provides not just information, but key insights and actionable items- Ensuring audits are responded to in a high quality, timely manner- Ensuring an effective control (e.g. risk and issue) environment is maintained.- Ensuring all aspects of reporting done by the Service Delivery Team are done to a high level and are delivered on time.

Ensure the relevant ITSM systems are updated with accurate information the meets Group requirements - such as CMDB and Application Portfolio Management systems

About the role:
- Responsible for regularly producing Technology and Business Unit level reporting- Responsible for Environmental, Social and Governance (ESG) reporting for the Infrastructure and Operations Team- Automate regular reporting where practical and cost effective- Continually improve all reporting based on stakeholder feedback, AIA NZ and Group requirements and industry standards, metrics, and benchmarks- Responsible for coordinating and responding to regular internal and external audits that encompass the Infrastructure and Operations accountabilities- Work with the Technology Risk Team to provide control testing (e.g. ICRF and ITGC) for the Infrastructure and Operations Team- Ensure all Infrastructure and Operations Risks and Issues are recorded in AIA Group systems and they are assigned maintained and mitigated

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

About you:
- ITIL Certification, or demonstrable experience within ITIL organization- Proven experience with data visualisation tools (Excel / PowerBI / Tableau)- Excellent understanding and proven experience in using and managing collaboration spaces (Confluence, Microsoft Teams / SharePoint)- Strong generalist Technology background, possibly combined with specialist skills in a particular discipline- Knowledge of emerging technology trends, IT functions, and basic architecture- Demonstrated planning, prioritisation, and organisation skills- Understanding of project management methodologies- Enthusiastic champion of change- Proven ability to meet critical timeframes and deadlines.

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.