BELIEVE IN BETTER
Do you believe in shaping a better, healthier, more sustainable future through the power of digital?
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
It's finding new ways to not only better people's lives, but to better the communities and environments we live. As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler, and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives.
And to get there, we need people with tech/digital/analytics expertise and passion to help develop positive sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone.
Sound like you? Then read on.
The opportunity:
The Service Management Specialist will work as part of the IT Service Management team responsible for operational execution of Incident, Problem & Change standards, policies, and processes. Working with internal teams, external suppliers, and business stakeholders the IPC Manager will ensure/improve service quality, availability, and stability for IT services by:
- Effectively managing incidents to resolution within agreed SLA’s including providing 24/7 incident management coverage
- Coordinate/facilitate problem management activities to proactively prevent problems from occurring and manage existing problems to resolution within agreed SLA’s.
- Ensuring that changes implemented on AIA systems adhere to defined Change Management processes to minimise impact to the business.
Key responsibilities include:
Work closely with Infrastructure and Application teams, Service Desk, Application Business Owners and third parties to triage and determine severity of impacting Incidents.
- Manage major incidents (Sev1/2, Managed Sev3) from identification/escalation to service restoration and closure within agreed SLAs, and in accordance with agreed standards/processes.
- Ensure all major incident communications (outages/service disruptions)
- Are communicated in a clear, concise, accurate and timely manner to impacted business stakeholders as appropriate.
- Following the agreed major incident communications process and are prepared using approved templates/communication channels.
- Drive root cause analysis and produce/publish Post Incident Review (PIR) and Root Cause Analysis (RCA) reports within agreed SLAs.
- Undertake incident analysis to understand incident patterns/trends and identify opportunities for improvement to reduce incident volumes.
- Work closely with Local Tech Risk to review high severity incidents. Raise and manage incidents in AIA Risk System as required.
- Implement/facilitate the Problem Review Advisory board (PRAB) including:
- The development, implementation of the PRAB charter
- Organising/chairing meetings/taking & publishing meeting minutes.
- Developing/maintaining reporting/dashboarding to assist the PRAB.
- Continually assure and enforce compliance to company policy and standards, company business practices, and legal and regulatory requirements within assigned responsible areas through relevant forums; take timely actions to report, control, analyse, and rectify any identified vulnerabilities and exceptions.
- Take ownership of IPC processes included completing regular reviews to ensure the processes are fit-for-purpose and align to Group standards.
- Work with relevant stakeholders and manage expectations of key support stakeholders (including internal and external delivery teams), drive change and negotiate successful outcomes within complex changes.
- Develop, implement, and maintain IPC weekly/monthly/ad-hoc reporting to stakeholders (technology/business) that provides an overview technology operations performance including SLA/KPI compliance and supporting data.
- Work with Risk to ensure that all IPC controls are fit for purpose and are regularly reviewed and assist with collation of audit information/testing as and when required.
- Develop/maintain training ‘IP’ and deliver ongoing training/coaching (forma/ad-hoc) to staff as required to staff for IPC functions.
- Ensure organisational awareness of IPC functions and oversee effective process governance, ensuring continued delivery of this service uplift.
- Support Service Management with a continual improvement approach to the IPC configuration toolset.
- Maintain an awareness of industry and company best practices and incorporate them into design, development, and support processes.
- Identify opportunities for improvement and implement constructive change.
- High level of customer focused service – highly people oriented, proactive and focused on continuous improvement, accountability, and innovation.
- Work on a scheduled on-call roster, providing 24/7 incident management coverage.
- On-call 24 x7 x 365 scheduled on a weekly roster to receive and assess incident escalations and manage high severity incidents to ensure service is restored (Major Incident Management)
- On-call hours are from 5.30pm – 8.30am normal business days and 24 x 7 weekends and public holidays, in accordance with AIA NZ Overtime Policy.
Ideally, you’ll bring:
- 5+ years of experience in Information Technology with at least 2-3 years of Incident/Problem/Change management experience
- Experience in systems and network administration, broad understanding of Incident, Problem & Change Management disciplines
- Tertiary qualifications in Information Technology, Business, or an associated discipline
- Financial services and/or Insurance Industry Experience
- ITIL Certification, or demonstrable experience working within ITIL aligned organisation.
- Solid understanding of business needs and customer focus beyond technical/technology aspects
- Demonstrable experience managing multiple enterprise system issues, including corporate sites with significant impact.
- Ability to work non-traditional work schedules including weekends.
Why choose AIA?
At AIA, we believe in empowering every one of our people to find their 'better'. We do this by offering:
Opportunities to grow within the business through internal mobility
Competitive employee benefits that include insurances, an Employee Share Purchase Scheme and an extra day of leave each quarter to recharge
Membership to AIA Vitality, our science-backed health and wellbeing programme that provides the guidance, tools, and rewards to get more out of life and start thriving. AIA Vitality partners include Airpoints™, Woolworths, MoleMap, endota, Les Mills, Samsung, Garmin and many more!
A supportive and inclusive workplace
Flexible working arrangements.
If you believe in developing a better tomorrow, apply now!
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. AIA NZ values diversity in the workforce. We encourage candidates from diverse backgrounds, including those with a disability, additional mental health needs, chronic health conditions and/or are neurodiverse to apply for our roles. If you encounter accessibility barriers to the standard recruitment process, please email nz.talentacquisition@aia.com.
We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.
Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
