AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

To lead and optimize IT service desk operations, IT asset management, and procurement processes while ensuring compliance, security, and high-quality end-user support. The role also focuses on developing team capabilities and driving continuous service improvement across the organization.

Service Desk Operations

• Lead and manage day-to-day IT Service Desk and End User Computing (EUC) operations across business functions.
• Oversee End User Support including onboarding and offboarding support for corporate users.
• Ensure service desk tickets are managed efficiently to meet business SLAs.
• Drive service improvement initiatives based on ticket analysis and recurring incident patterns.
• Act as a point of escalation point for complex service issues affecting business continuity or timelines and to provide advanced technical support to end users and junior IT staff
• Maintain and continuously improve the Service Desk knowledge base to ensure accurate, up to date documentation for common issues, procedures and user guides.
• Implements and maintains IT security policies, including access controls and data protection measures.
• Conducts regular security audits and promptly addresses vulnerabilities across end user devices.
• Collaborate with cross functional teams to ensure timely resolution of various projects, request or issues and maintain effective communication with end users.

Team Leadership & Development

• Provide coaching, guidance, and daily support to junior service desk and EUC staff to uplift team capability and service quality.
• Conduct regular performance reviews, set clear expectations, and identify training needs.
• Foster a collaborative team culture focused on continuous learning, accountability and service excellence.

IT Asset Management

• Ensure full visibility and control of IT hardware and software assets, with emphasis on compliance with insurance regulatory requirements (e.g. BNM, ISO27001).
• Ensure accurate tracking and management of IT hardware and software assets throughout their lifecycle with emphasis on company compliance standards and requirements.
• Support internal and external audits by maintaining clean asset records and software license compliance.
• Work closely with information security teams on vulnerability remediation and system lifecycle tracking.

IT Purchasing Operations

• Oversee IT purchasing processes, including sourcing, PO creation, invoice validation and vendor coordination.
• Ensure timely procurement and compliance with internal policies and vendor due diligence standards.
• Coordinate with finance and procurement on budgeting and asset forecasting tied to IT strategy.