Senior Manager, IT Service Management

About FWD Group FWD Group (<1828.HK>) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to drive and deliver operational excellence and efficiency, foster innovation and ensure regulatory compliance across all business functions as well as maintain a competitive edge in the market. PURPOSE Lead a team of ITSM Process Owners and ServiceNow ITSM technical experts in the region to deliver Enterprise level of services. Define strategy and roadmaps to enhance the efficiency of ITSM processes and tool usage. Manage critical or regional level of requests, incidents and crisis related to ITSM tool. Act as an escalation point for business stakeholders Provide effective leadership to the ITSM team to ensure that processes and controls are in place to meet business needs. KEY ACCOUNTABILITIES Provide expertise on technical questions related to the development of ServiceNow ITSM for FWD group of companies. Provide guidance and support on ITSM processes for FWD group of companies in the region. Lead the team and vendor to develop technical solutions for ServiceNow ITSM. Understand business requirements and the needs to standardise ITSM processes and build this into the design of ServiceNow ITSM. Understand the large-scale thinking and approach needed for successful implementation of ServiceNow ITSM and rolling out ITSM processes in the region. Ensure the relevant functional services are delivered in accordance with contractual or agreed service levels and key performance indicators Monitor delivery progress against targets, reporting as necessary and ensuring appropriate actions are taken to address exceptions and variations. Other duties as assigned. KEY PERFORMANCE INDICATORS Steer the adoption of ITSM processes and tool for FWD group of companies. Ensures compliance with ITSM standards, procedures and processes. Establishment of measurements and targets to improve process effectiveness and efficiency of ITSM processes. Support projects and efforts that have a broad impact across the organization related to Service Management implementation. EXTERNAL & INTERNAL CONTACTS Group Head of Technology Service. Head of Service Management. IT and stakeholders of Business Units. IT teams of Group Shared Services. Risk management and Internal Audit of Group and Business Units. External Auditors. Vendors and/or Service Providers. QUALIFICATIONS / EXPERIENCE Minimum 10 years of related working experience in IT Service Management and ServiceNow ITSM, preferably in Finance institution / enterprise, Shared Services or consulting firms. Degree from Information Technology or equivalent discipline. ITIL v3 practitioner qualifications is a must. Experience with ServiceNow ITSM implementation is a must. PMP certification is an added advantage. Demonstrated effective communication in a multinational corporation with great personality and people skill. Excellent skills in both written and spoken English and Cantonese (optional). KNOWLEDGE & TECHNICAL SKILLS Good knowledge of overall IT infrastructure domains. System integrations experience using web services and other web-based technologies. Experience with development and implementation of ServiceNow ITSM, ITOM, ITAM modules. Experience in extending ServiceNow schema to custom applications (optional). Exposure to ServiceNow platform capabilities and tools like Discovery and Orchestration etc. Understands technical and functional design requirements related to ServiceNow. Experience in managing technical service delivery operations with internal teams and third-party services. To have a systematic, disciplined and analytical approach to problem solving with good attention to detail. Experience in establishing, monitoring and ensuring adherence to policies and procedures. Able to manage and prioritise tasks and time efficiently. Demonstrate initiative and a proactive approach to daily tasks. Excellent communication, presentation and influencing skills. Insurance Business general knowledge is preferred.