Service Delivery Manager

Eastspring is a global asset manager with Asia at its core. We create a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Eastspring a place where you can Connect, Grow and Succeed.

KEY ACCOUNTABILITIES

1. Improve governance (policies, standards, guidelines) on successful delivery outcomes e.g. industry compliances, delivery frameworks/playbooks, port-mortem reviews.
2. Oversee the administration, maintenance and continuous improvement of EIMY technology platform.
3. Collaborate with respective IT teams and vendors to ensure the successful implementation of new features and enhancements.
4. Ensure compliance with relevant regulations and standards governing service delivery operations.
5. Monitor service delivery metrics and KPIs, identifying areas for improvement and implementing corrective actions as necessary.

Team Management

1. Provide guidance and support to team members, fostering a culture of continuous improvement.
2. Conduct regular performance reviews and implement training programs to enhance team skills.
3. Ensure that Service Performance Reviews are regularly performed, and any required actions are taken.
4. Personally lead initiatives/programs and projects as needed.

Incident and Problem Management

1. Oversee the resolution of incidents related to myEastspring, in-house applications and infrastructure managed by EIMY IT or IT partners.
2. Ensure any problems with the day-to-day delivery of services provided by the IT partners/internal IT team are accurately escalated and promptly resolved.
3. Implement strategies for proactive problem identification and prevention.
4. Develop and maintain incident response and escalation procedures.

Stakeholder Engagement & Communication

1. Serve as a primary contact point for IT services with EIMY.
2. Communicate service updates, outages and resolutions to stakeholders in a clear and timely manner.
3. Conduct regular meetings with key stakeholders to address concerns and gather feedback.
4. Work with IT partners to plan and schedule the Service Performance Review meetings and detail the results and actions.
5. Manage IT partners' relationships and address their shortcomings when they arise.

EXPERIENCE / QUALIFICATIONS

Qualifications

1. B.Sc./M.Sc. in Computer Science, Software Engineering, Information Technology or a related discipline.

Experience

1. Minimum 10 years’ experience in a technology-related role.
2. Comprehensive understanding of network, hardware and software development experience.
3. Experience in establishing or managing a cloud environment such as Azure.
4. Operational experience in Financial Products & Services is an added advantage.
5. Proven track record of successfully managing client relationships and delivering results in a fast-paced environment.
6. Strong commitment to customer satisfaction and service excellence.

Knowledge/Skills/Abilities

1. Good analytical and problem-solving skills.
2. Interpersonal and communication skills.
3. Organisation and time management.
4. Strong team management and leadership skills.
5. A strong strategic and business mindset.
6. Background in designing/developing IT systems and planning IT implementation.
7. In-depth knowledge of ITIL framework and best practices.
8. Familiarity with service management tools and technologies.

Eastspring is an equal opportunity employer. We provide equality of opportunity and benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time/fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.

About Us

Eastspring is an international asset manager with Asia at its core. We offer investment solutions across equity, fixed income, multi-asset, quantitative and alternative strategies to institutional and individual investors globally.

As the asset management business of Prudential plc, we have built an unparalleled presence across Asia over the years. We are also a signatory to the UN-supported Principles of Responsible Investment, incorporating environmental, social and governance (ESG) considerations in our investment processes.

We are proud to be a member of the 2023 GEI Gender Equality Index. The reference index measures gender equality across five pillars: female leadership and talent pipeline, equal pay and gender pay parity, inclusive culture, sexual harassment policies, and pro-women brand. Our inclusion in this global index is a testament to our commitment to nurturing diverse talent.

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