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

. The Senior Manager, End User Technology Operation Service lead will be responsible for End-User Technology Level 2 &3 Operation Services across the organization. This includes Microsoft 365 services, Modern Workplace solutions, workstation patch management and desktop endpoint device managements and software application operations services.
. The role will provide leadership of managing level 2/3 Operation support services of all Microsoft 365 products and Windows device managements operations which is in AIA, L2/L3 EUT Operations sit above the BU Service Desk and BU Local EUS (L1), serving as the Group escalation layer. This function provides engineering-backed operations and acts as the vendor interface for Microsoft 365 and Unified Endpoint platforms.
. Operational Resilience: Strengthens IT stability through proactive monitoring, standardization, and automation, reducing incidents and downtime.
. Cost Optimization: Achieves operational efficiency through unified management platforms, lifecycle management, and vendor optimization
. Improved Customer Experience: Elevates the internal user experience, enabling faster issue resolution and empowering employees to focus on business outcomes.
. Agentic AI Supports: Operational Support services, features upgrades of Microsoft 365 Copilot, Copilot AI Agents, and analytics effectively.

Roles and Responsibilities:

• Lead the end-to-end operational support for all end user technologies, including Microsoft 365, Windows and Mac endpoint environments, collaboration tools, and enterprise productivity applications.

• Service Excellence: Drive service standardization, automation, and process maturity (e.g., ITIL-based continuous improvement) to enhance efficiency and user satisfaction.

• Establish clear SLAs, KPIs, and performance metrics to monitor service delivery effectiveness.

• Governance and Compliance: Establish strong governance frameworks to ensure compliance, data security, and operational resilience across all end-user technologies.

• Oversee operational management, service improvement, and adoption of Microsoft 365 and related Modern Workplace platforms (Exchange Online, Teams, SharePoint, OneDrive, Power Platform, Copilot, etc

• Ensure proactive monitoring, automation, and optimization of endpoint management tools and policies

• Oversee end-user application portfolio and ensure stable, secure, and efficient operations of business-critical applications.

• Vendor and Budget Management: Manage strategic vendor relationships and optimize operational budgets to deliver cost-effective, value-driven services

Education & Certifications:

• Bachelor's degree in information technology, Computer Science, or a related field.

• Master's degree (e.g., MBA, MSc IT Management) preferred for strategic and leadership roles.

Professional certifications such as:

• Microsoft Certification

• ITIL v4 Foundation / Intermediate

Experience:

• 15+ years of progressive IT experience, with at least 5 years in a senior leadership or service ownership role managing end user technologies or modern workplace environments in a large enterprise.

• Proven experience leading global or regional end user technology operations, covering:

• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Power Platform, Copilot).

• Endpoint lifecycle management (Windows, macOS, mobile).

• Unified Endpoint Management (Intune, Autopilot, Configuration Manager, JAMF).

• Enterprise application delivery and support.

• Strong background in service transition, standardization, and operational governance across multiple support regions.

• Demonstrated success in managing vendor relationships, contracts, and SLA performance.

• Experience driving automation, self-service, and AI-enabled support capabilities within end-user technology operations.

• Hands-on experience in leading technology transformations or migrations (e.g., tenant-to-tenant M365 migration, OS upgrade programs, UEM modernization, service transitions).