it service Management principalAIA Group

Bring your career aspirations to life with AIA!The ITSM Principal is responsible to establish and improve AIA PH IT Service Management practices both in traditional ITSM and in a DevOps and Agile context, working with internal IT teams, product teams Bring your career aspirations to life with AIA!The ITSM Principal is responsible to establish and improve AIA PH IT Service Management practices both in traditional ITSM and in a DevOps and Agile context, working with internal IT teams, product teams, and business units to deliver world-class IT services on an enterprise scale in close coordination with AIA IT Group counterparts. Expert in ITIL, the ITSM Principal will be working closely with various process owners and managers to improve the performance of processes such as Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management. The ITSM Lead will also promote service ownership by establishing a Service Catalog along with a solid Service Portfolio Management process. The ITSM Principal will also work on improving the current application development and delivery environments and promote the adoption of continuous integration and continuous delivery/deployment practices (CI/CD) wherever possible, to deliver business value faster. This role reports into the Associate Director of IT Strategy & Planning. Roles and Responsibilities: Develop and aid ImproveIT Service Management (ITSM)processes including Change Management, Release Management, Incident Management, Problem Management, and KnowledgeManagement through solid ITSM Process Governance in conjunction with AIA IT Group Works closely with AIA IT Group counterparts for aligned and seamless ITSM process implementation in AIA PH Ensure theITSMmodel supports DevOps transformationand the migrationto cloudservices. Provide consultancy to deliver the full spectrum of services needed to assess, plan, design, prepare and deploy our Service which may include designing, developing, and deploying new target service operating models Provide ITIL consulting services, which means aligning ITIL best practices with our customers' needs. Promote and influence various Service Delivery Managers and Product Owners on service ownershipby establishinga service taxonomy,a ServiceLevelManagementprocess, theServiceCatalog,andaServicePortfolioManagementprocess. Integrate and support world-class 24x7x365 systems availability and performance through effective Incident, Release and ServiceLevel Management processes,clearexecutive communications, andservice recoveryactivities. EstablishKnowledgeManagement as a core practice withinCorporate IT, including a repository of knowledge, the practice of managing knowledgethroughiterative changes, and the sharing of knowledge to different levels of the organization. Enablecontinualserviceimprovement through the effective use of metricsandkey performance indicators. Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events. Support theimplementation ofservicemanagementandreportingtools, including the analysis and administration of SLM tools to understand key performance indicators for service delivery. Document our current application development and deliveryenvironments andpromote the use of CI/CDpracticeswhere possible to deliver business value faster. Champion architectural best practicesandprovideprocessguidance toIT teamson the design and planning of our application delivery infrastructure. Lead ITSM Governance team including but not limited to Landscape & Capacity Management, Change Management, Release Management, Incident Management, Problem Management, and KnowledgeManagement. Minimum Job Requirements: Combined 10 years experience in IT Operations and Application Development, with 1 year in a leadership role (IT management, Programme management, or project management) Strong experience or understanding of the ITIL V3 service management disciplines within the context of service development and service operations Strong analytical and problem-solving skills ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data Experience implementing cross-functional process improvements and delivering excellent results Experience with the DevOps model and Agile methodologies . Strong technology experience in using and administering ServiceNow. Strong experience with the Microsoft Office suite, including the ability to build and maintain business reports and plans. Experience with Confluence, JIRA, Jenkins, and Atlassian toolchain. Strong technical knowledge of application and IT systems at all layers including commercial software, cloud-based, and custom applications, middleware, operating systems, databases, servers, networks, and virtualization technologies. Knowledge in Design thinking, Lean Six Sigma and Value Stream Mapping are preferred Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions. High degree of autonomy and drive, with full ownership of the work Act as a servant-leader, ready to engage with other key stakeholders of the company in a humble and productive way Proven ability to communicate and collaborate effectively with people at all organizational levels Excellent verbal, written, presentation communication skills . B.S. in computer science, engineering, or equivalent experience
Monster

Philippines
Permanent
Full-time