Lead, Service Design - IT Service Management

Discover the GREAT in your career.

As a LIFE company, our customers are at the heart of all that we do. Being one of Asia’s leading insurer for over a century, we have built a long-lasting legacy of trust with our customers over many generations. At the foundation of this trust is Integrity, Initiative, and Involvement – from the way we treat every customer relationship with honesty and transparency, to our proactive approach of delivering the best possible solutions in both life and general insurance.

Integrity, Initiative, and Involvement is what guides us. It is what makes us do the right thing, take the lead, and choose ‘we’ over ‘me’. Our mission is to make life great for our customers because we understand what matters most to them, and we know how to help them protect it.

If you are looking to grow in an exciting career filled with opportunities and potential, we are seeking a professional to join our team as Lead, Service Design – IT Service Management.

The Role:

• Lead aspects of IT Service Management capabilities such as, but not limited to, Capacity Management, Availability Management, Service Level Management and Disaster Recovery & Business Continuity Management.
• In addition, help oversee other IT Service Management capabilities to enable efficient and effective capabilities within service management.
• Co-manage all aspect of the day-to-day operations, tools/technologies, manpower and financials for the department under his/her charge.
• Co-Lead the continuous refinement and improvement of technologies and processes to improve service level. This would include defining/refining the associated policies and procedures.
• Manage specific IT Service Management capabilities to ensure these adhere to the agreed SLA to maximise customers’ satisfaction in the services and to reduce the risk of service disruptions.
• Oversee liaison with internal and external support teams to enable smooth and timely execution of IT Service Management capabilities.
• Own specific key performance indicators for the IT Service areas with intent to meet or exceed expectations
• Align work undertaken is delivered in accordance with IT's priorities and in line with the strategy and roadmap.
• Manage projects and initiative to bring about improvements to the IT Service Management capabilities.
• Provide team leadership, covering training and development needs, appraisals and performance management.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.
• Other responsibilities entailed

The Person:

• A Bachelor’s degree or Professional Degree in Computer Science / IT or equivalent
• At least 6 years of relevant experience in managing IT services management capabilities. ITIL training and certification, or equivalent would be beneficial.
• Planning and organisational skills for undertaking team leadership and BAU workload management.
• Understanding of system architecture and technology is necessary.
• Self-driven with a positive attitude and strong leadership skills to champion for culture change management initiatives within IT and with interfacing Business stakeholders
• Strong and factual communication skills and able to manage situations/conflicts and influence others
• Good analytical skills and a creative approach to problem solving and provide options and solutions. Team player who can lead in brainstorm session with peers to problem solve and make decisions.
• Good understanding of apply risk management techniques and its application
• Experience working with multiple internal and external teams (business and IT)  
• Understanding of various Software Development Lifecycle and Project Management is beneficial
• High level of integrity, takes accountability of work and good attitude over teamwork
• Takes initiative to improve current state of things and adaptable to embrace new changes

Great Eastern Malaysia is committed to Equal Employment Opportunity, and all qualified applicants shall receive a fair and equal consideration for employment.

Location: HQ, Kuala Lumpur

Entity: Great Eastern Life Malaysia

Employment Type: Permanent

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviours associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviours, as these are the key traits that we expect from our employees as they develop their careers with us.