Senior Manager AMS Operations

Be The Difference

At AIA we don't simply believe in being 'the best'. We believe in better – because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunity:

This position is a senior leadership role responsible for the operational performance, service delivery governance and day to day management of AIA Australia's Application Management Support (AMS) Run organisation, including operational vendor performance management.

The role ensures high quality, secure, compliant, and resilient application support across mission critical systems, while driving operational excellence, vendor accountability, and a strong customer focused service culture.

This role owns the consolidated AMS Run Team (post vendor harmonisation) and is accountable for operational outcomes, compliance, risk reduction, and consistent service delivery across Australia.

To do this successfully you will:

• Lead the AMS Run Team to ensure consistent operational delivery, stability, and proactive issue management across all applications and platforms.
• Oversee day to day incident, problem, change, and request management, acting as the key escalation point for priority incidents and outages.
• Manage end to end service delivery performance including SLAs, KPIs, governance forums, reporting, and stakeholder communication.
• Drive vendor performance and contract governance to ensure service quality, compliance, and value for money, while managing risks and non-compliance.
• Ensure AMS operations meet security, compliance, APRA CPS, and audit requirements, including cyber incident support and vulnerability management.
• Lead continuous improvement of AMS processes, ITIL practice maturity, automation initiatives, and operational efficiency.
• Provide strong people leadership through mentoring, performance management, workforce planning, and acting as the delegate for the Head of Service Management and Transformation (AMS).

Suitable candidates will demonstrate:

• Experience in IT including significant experience in Application Support, IT service management, and operational leadership.
• Experience leading teams of technical specialists and vendor partners.
• Experience in financial services or other regulated environments highly preferred.
• Proven track record in managing operational risk, security controls, and compliance obligations.
• ITIL Foundation (required), ITIL Intermediate or Service Operations preferred.
• Strong leadership and team management capability.
• Excellent understanding of ITIL processes and service delivery principles.
• Strong vendor management skills with a focus on governance and accountability.
• Deep understanding of risk, compliance, and security frameworks.
• Exceptional communication, stakeholder engagement, and business partnering skills.
• Ability to drive transformation, process improvement, and operational uplift.

Why Choose AIA

At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Access training and development to build on your current skills.
• Career development through internal mobility opportunities.
• Work for a business helping millions of Australians and make a difference every day.
• Enjoy wonderful Health and Wellbeing initiatives that support you.
• Work with supportive and inclusive managers.

At AIA Australia, we're proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group – the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

Lots of companies like to say they're different. What makes us truly different at AIA is the difference we make in people's lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every single day, apply via the link today.