Associate Director, IT Service Management

Job Description:

An experienced IT Service Manager is required to establish the right relationship between Sun Life and suitable vendors to ensure services delivered are at the expected quality level and cost. The role will invite, evaluate, and select the right vendor partner for Sun Life to deliver the required integration or digital channel as needed. He/she will be responsible to discuss and negotiate terms and conditions that furbish long term partnership between Sun Life and the vendor, and continuously tracking of SLA to ensure the quality of the services delivered.

Responsibilities

• Source the list of vendor partners suitable to provide services required by Sun Life. Drive the RFP process with the right stakeholder with subjective measures to evaluate the pros and cons of each vendor. Ensure the RFP process is fair and documented structurally and properly for future reference / audit.
• Negotiate in the best interest of Sun Life while keeping the vendor relationship healthy for long term partnership. Define and exercise the vendor management framework to regularly monitor the service levels, financials, and potential opportunities for improvements.
• Establish proper vendor management framework to ensure regular monitoring, review, and continuous improvement actions are discussed and agreed with the vendor.
• Manage the list of vendors to maintain competition between vendors and at the same time optimize the number of vendors to minimize administrative overheads while keeping the bargaining power with the right size of business volume and long term mutual benefits.

Qualifications

• University graduate, preferably Finance or IT
• More than 7 years solid experience in service management or vendor management
• Broad knowledge of financial services or insurance industry desirable
• Excellent understanding of vendor management disciplines
• Strong financial analysis and negotiation skills
• Strong change management and dispute resolution skills
• ITIL certified preferred
• Fluent in English 

We offer 5-day work, attractive salary, MPF, group life and group medical insurance and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only used for recruitment purpose.)