Assistant Manager, Modern Workplace Services

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance.

For more information, please visit www.fwd.com

PURPOSE 

• The Assistant Manager is responsible for leading a team of IT support professionals, ensuring the delivery of high-quality IT services to users. This role is pivotal in overseeing the team's performance, ensuring alignment with company objectives, and managing advanced technical operations, service delivery, and incident management.
   
• The position requires strong leadership abilities, advanced technical expertise, and experience working closely with senior executives. This role will ensure compliance with IT governance and service management standards and play a key role in planning and implementing critical IT projects. 

KEY ACCOUNTAIBILITIES 

• Team Leadership & Management: Lead, mentor, and manage the IT support team to foster high performance and professional development. Set team goals, monitor progress, and conduct performance evaluations to promote accountability and excellence. Develop and implement strategies to continuously improve IT services for VIP users and executives.
• IT Support: Oversee the delivery of IT support, ensuring prompt and effective resolution of technical issues. Ensure incident response and resolution times are in line with agreed Service Level Agreements (SLAs). Manage communication with BU users to ensure their technological needs are met effectively. 
• Technical Leadership: Serve as the technical lead for key IT projects, including system upgrades and deployments. Collaborate with IT teams and business units to ensure the seamless integration of IT initiatives. Contribute to the development and execution of long-term IT strategies and standards. 
• Vendor & Stakeholder Management: Manage relationships with external vendors and service providers to ensure the delivery of high-quality products and services. Coordinate with departments, stakeholders, and IT teams to deliver efficient and effective IT solutions that meet business needs. 
   
• Service Monitoring & Improvement: Monitor IT supports metrics, such as KPIs and ServiceNow reports, to identify areas for improvement. Implement best practices to enhance service delivery, user experience, and operational efficiency. Ensure compliance with company-wide risk management and security protocols. 
• Training & Development: Develop and implement training programs to enhance the technical skills of both the IT team and end users. Ensure that users receive tailored training and support on new tools and systems. 
• Operational Management: Oversee the daily operations of the IT support team, ensuring adherence to IT governance policies and standards. Ensure proper maintenance and upgrades of AV and meeting room systems. Regularly review and optimize IT processes to improve service delivery efficiency. 
• Risk & Security: Collaborate with Risk and Security teams to ensure compliance with security protocols, data privacy regulations, and IT governance standards. Act as the point of contact for audits, security reviews, and compliance checks. 
• Other Duties: Drive continuous improvement in IT workplace services and participate in IT-related projects or any other assigned duties. 

QUALIFICATIONS / EXPERIENCE 

• Bachelor’s degree in computer science, Information Technology, or a related field is required. A master’s degree in IT or relevant discipline would be an advantage. 
• Minimum 5+ years of experience in IT support, with significant experience in managing IT helpdesk or service desk operations. 
• Proven leadership and team management experience, with the ability to lead, inspire, and mentor a technical team. 
• Extensive experience in project management, including planning, execution, and successful delivery of IT projects, particularly those involving system upgrades, migrations, or technology rollouts. 
• Relevant industry certifications such as ITIL (mandatory), PMP (preferred), CISSP (advantageous), or equivalent certifications. Microsoft certifications (e.g., MCSA, MCSE) or cloud certifications (e.g., AWS Solutions Architect) are also desirable. 

KNOWLEDGE & TECHNICAL SKILLS 

• Strong knowledge of IT governance frameworks, such as ITIL, and hands-on experience with service management tools like ServiceNow or similar platforms. 
• Solid understanding of networking protocols, security practices, and cloud-based technologies (e.g., Microsoft Azure, AWS). 
• Expertise in hardware and software management, including device lifecycle management, desktop and mobile device management, and troubleshooting. 
• Excellent communication skills, with the ability to interact and collaborate effectively with executive-level stakeholders, end-users, and cross-functional teams. 
• Strong interpersonal skills to manage vendor relationships, negotiate contracts, and ensure service quality. 
• Demonstrated ability to lead in high-pressure environments, prioritize tasks, and resolve complex technical issues efficiently. 
• Proactive in identifying areas for improvement, driving change, and implementing best practices in IT service delivery.