IT Service Quality & Risk Management (24000688)

AXA Insurance Public Company Limited (Bangkok)

Bangkok

Bangkok, Thailand

AXA Insurance Public Company Limited, is committed to supporting our customers to achieve stability and prosperity through providing a comprehensive range of services in motor, personal accident, travel, health, property and marine, etc. It is our inherent responsibility to support the communities we operate in, hence creating a sustainable business via constant and considerable contribution in the dimensions of health, environment and the community. AXA values equal employment opportunity. We are committed to promote Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our family, and to build an inclusive culture together which allows everyone to maximize their full potential.

About this position

The IT Service Quality & Risk Management position at Krungthai-AXA Life Insurance involves developing ITSM-based management processes to ensure service quality and compliance with business objectives.

Responsibilities

• Development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives.
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise.
• Coordinate stakeholders’ key participation in ITIL service stages of design, transition, and operation to ensure service outcome met with service level agreement committed with the business.
• Leading Service Level Management and service owner for this process to ensure service quality are met.
• Leading the Service Operations to meet the goals and objectives agreed in the strategy, ensuring that all service targets are met and reported against.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Co-ordinate inter-process changes with process owners.
• Ensure alignment of solutions to the business needs.
• Creation and maintenance of the catalogue description of existing services offered.
• Ensure appropriate OLAs/SLAs in place to support any new services.
• Analyze and review actual service performance against SLAs and OLAs.
• Provide regular reports on service performance and achievement.
• Analyze, review and report performance results against the criteria established in SLAs and OLAs.
• Agree appropriate actions to maintain or improve service levels.
• Initiate and coordinate actions to maintain or improve service levels.
• Ensure all service levels are in place, tracked & reported for the all the deliverables.
• Serving as a point of contact for IT risk management matters and, support compliance and auditing activities within IT department to meet internal controls, certification, and regulatory requirements.
• Involvement in incident response and business continuity planning, as needed.
• Perform as backup person for ITSCM.
• Monitor and report to stakeholders on performance against agreed plans and SLA’s for the Infrastructure team, systems and vendors to manage stakeholder expectation.
• Establish effective partnerships with business and stakeholder representatives so that technology decisions are arrived at in open discussion and meet business objectives.
• Seek the stakeholder feedback on an ongoing basis to ensure client satisfaction and service improvements are delivered.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or IT related field.
• Minimum 5 years of proven IT leadership Role about Service Quality Assurance and Risk Management.
• Experience in the Financial or Insurance services industry is preferred.
• ITIL certified is Mandatory.
• Expert understanding of application lifecycle management, application/solution architectures, tools, methods, standards, processes and information.
• Strong experience in applying and