Manager - Technology Operations & Service Delivery

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.

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Key Responsibilities

A. IT Service Delivery Management

• Own end-to-end delivery of infrastructure, workplace technology, network and operational support services within agreed service levels.

• Act as the primary operational point of contact for IT service delivery, coordinating internal stakeholders, regional teams, managed service providers and vendors.

• Monitor service performance, availability, capacity, incidents, requests, problems and recurring service issues; drive corrective and preventive actions.

• Lead service reviews with providers and ensure actions, dependencies, service credits and improvement commitments are tracked to closure.

• Provide timely, clear and accurate communications to business and technology stakeholders during service disruptions and planned changes.

B. Incident, Problem and Change Management

• Lead or coordinate response to major technology incidents and service outages, including restoration, stakeholder updates and escalation.

• Lead and contribute to Post-Incident Reviews and root-cause analysis, ensuring operational corrective actions are practical, assigned and completed.

• Coordinate problem management for repeated or high-impact incidents and monitor permanent fixes.

• Oversee operational readiness for infrastructure changes, upgrades, migrations and releases to minimise business disruption.

• Ensure changes follow approved change-management processes and that rollback, communication and support arrangements are in place.

C. Infrastructure, Network and Cloud Operations

• Oversee the availability, performance and lifecycle of servers, storage, networks, virtualisation, cloud services, endpoint platforms and related infrastructure components.

• Coordinate operational support, maintenance, upgrades, capacity planning and technical issue resolution with regional teams and outsourced providers.

• Review infrastructure health, availability, backup, monitoring and capacity reports and initiate improvement actions.

• Maintain operational documentation, support procedures, technical inventories and service dependencies.

• Provide technical leadership for infrastructure projects and operational transitions, including planning, testing, implementation and handover to support.

D. End-User Computing and Workplace Support

• Oversee end-user support covering installation, configuration, maintenance and troubleshooting of computer hardware, software, peripherals and data communication devices.

• Ensure incidents and service requests are prioritised, assigned, resolved and communicated in accordance with agreed service levels.

• Oversee joiner, mover and leaver technology fulfilment in coordination with HR, system owners and GSRC access-governance processes.

• Maintain standard endpoint configurations, approved software, support procedures and user guidance.

• Monitor service-desk quality, ticket ageing, recurring user issues and user experience; implement service improvements.

E. IT Asset and Software Lifecycle Management

• Own the operational lifecycle of IT hardware and software assets from planning and procurement support through deployment, inventory, maintenance, refresh and disposal.

• Maintain accurate asset inventories, assignment records, warranty information, software records and supporting evidence.

• Ensure IT equipment is securely decommissioned and disposed of in accordance with approved policies and procedures.

• Plan device refreshes and lifecycle replacements based on age, supportability, performance and business requirements.

• Support licence optimisation, vendor renewals and reconciliation activities with Procurement, Finance, GSRC and relevant system owners.

F. Patch, Vulnerability Remediation and Operational Security

• Manage operational deployment of approved security patches, endpoint updates and infrastructure remediation across in-scope technology assets.

• Monitor patch success, exceptions, failed deployments and overdue remediation; coordinate resolution with vendors and technical owners.

• Provide implementation evidence, technical status and remediation updates to GSRC for governance reporting and compliance oversight.

• Coordinate operational response to security alerts or incidents affecting infrastructure and endpoints, including containment and restoration actions directed through the approved incident process.

• Implement approved firewall and infrastructure changes and provide technical information for periodic reviews led by GSRC or the relevant security authority.

G. Backup, Disaster Recovery and Business Continuity Support

• Oversee operational backup, restoration and recovery arrangements for in-scope infrastructure and services.

• Coordinate scheduling, planning and execution of technology disaster recovery exercises, including myEastspring and Trading Portal recovery activities where applicable.

• Work with BCM, application owners, regional teams and service providers to confirm operational readiness and resolve exercise findings.

• Maintain recovery runbooks, contact lists, technical dependencies and execution evidence.

• Provide results and remediation updates to GSRC, which retains governance oversight of technology resilience and associated risks.

H. Vendor, Contract and Financial Management

• Manage day-to-day performance and delivery of outsourced infrastructure, workplace, network and support providers.

• Support contract, SLA, renewal and commercial reviews with Procurement, Legal, Finance and relevant stakeholders.

• Prepare and manage annual technology operations budgets, forecasts and proposals to improve cost-effectiveness, reliability and service quality.

• Validate vendor deliverables, consumption, invoices and operational performance against agreed scope and service levels.

• Identify opportunities for service consolidation, automation, cost optimisation and reduction of operational dependency or single points of failure.

I. Projects and Continuous Improvement

• Lead or support infrastructure, workplace and service-management projects from planning through implementation and transition to operations.

• Ensure project deliverables include support models, monitoring, documentation, knowledge transfer, recovery arrangements and operational acceptance criteria.

• Drive automation and process improvements across service management, asset administration, patch deployment, reporting and support operations.

• Analyse operational trends and recommend improvements to resilience, user experience, efficiency and cost.

• Coordinate technical resources and vendors to deliver agreed milestones, dependencies and operational outcomes.

J. Operational Reporting and Team Leadership

• Produce regular service reports covering availability, SLA performance, incidents, problems, changes, patch execution, assets, capacity, vendor performance and improvement actions.

• Escalate material service risks, persistent control failures, resource constraints and vendor issues to the Head of IT and relevant governance functions.

• Lead, coach and prioritise the work of technology operations team members and service-provider resources.

• Ensure operational records and evidence are complete, accurate, retrievable and suitable for management, audit and GSRC review.

• Promote accountability, customer focus, disciplined execution, knowledge sharing and continuous improvement across the service ecosystem.

Qualifications and Experience

Education

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering or a related discipline.

Experience

• Typically 10 or more years of experience in IT infrastructure, network, workplace technology or technology operations, including at least 3 years in a supervisory, service-management or vendor-management role.

• Demonstrated experience managing outsourced infrastructure and support services in a regulated or service-critical environment.

• Practical experience in incident, problem and change management; endpoint and asset lifecycle management; patch deployment; infrastructure projects; backup and disaster recovery execution.

• Working knowledge of servers, storage, networking, virtualisation, cloud platforms, endpoint management, monitoring and security operations.

• Experience managing budgets, service providers, contracts, SLAs and operational improvement initiatives.

Preferred Certifications

• ITIL 4 Foundation or Managing Professional.

• Microsoft Azure Administrator, Microsoft 365 Endpoint Administrator, or equivalent cloud and endpoint certification.

• Cisco CCNA or equivalent network certification.

• Project management certification such as PMP or PRINCE2 is advantageous.

• Relevant service management, infrastructure, cloud or disaster recovery certification is an added advantage.

Eastspring is an equal opportunity employer.  We provide equality of opportunity of 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.