Head of Global End Users Services

il y a 3 jours

Malakoff, France AXA Group Temps plein
Description

We are looking for a Head of End Users Services & Workplace to join the AXA Partners IT departement.

You will be in charge of all Workplace, Service Desk and ITSM Services across the region:

  • Ensuring services and support Teams to meet regional needs and requirements
  • Participating the definition of transversal guidelines, standard and roadmap and ensuring they are deployed in the region
  • Responsible for AXA Partners in front of AXA Group for workplace transformation and related project deployment across regions
  • Managing the entire international CLP Workplace, Service desk and local support teams

It is an International position, at the heart of the IT Strategy of AXA Partners. As AXA Partners is deploying Agility, DevOps and Cloud usages, you will organize the adaptation of Workplace & end user delivery processes and missions to all these evolutions, participating actively to Nwow program and managing globally Covid and Post Covid situations.

As such, you will manage run activities and be a key role in transformation for the regions.

To complete the mission you will be helped by:

  • 4 managers, one for each domain including 14 internals collaborators & 9 externals
  • 4 regional managers and their teams including around 15 internals collaborators & 23 externals
  • 2 main service contract AXA Group Operation and Capgemini (around 60 people)

Your main responsibilities will be:

Global Workplace

  • Define, deploy and conduct strategy in regions
  • Develop Workplace offer to meet customer needs
  • Consolidate and centralize asset management information
  • Ensure obsolescence management across regions
  • Front the Group aim to equip the workplace with validated solutions
  • Provide reliable digital productivity tools, enabling teamwork in agile mode
  • Manage budget, refresh and innovation with 5 years projection
  • Manage relationship with both external and internal provider

Global Service Desk

  • Manage contractual relationship with external provider for International Central Service Desk
  • Improve international delivery from 7 to 7 in 8 languages (24x7 in English) for central applications
  • Develop activity & process to support Agile and DevOps way of working
  • Help countries to define Business case, organize governance and use central Service Desk where opportunities exist
  • Ensure service improvement and ticket reduction as service is based on price per ticket

CLP End user services domain

  • Manage, promote and improve Service desk, workplace and local support on an international basis
  • Mutualize way of working across countries on each domain when opportunities exist
  • Develop people skills on add value tasks and foster merge with AXA Partners teams
  • Standardize processes, materiel and all necessary workplace and support related topics

ITSM

  • Ensure the deployments of SILVA and related process into the Region and/or Entities
  • Promote the scope of SILVA deployment where opportunities exist
  • Ensure that process & performance is being effectively monitored
  • Maintain an up-to-date level of process compliance
  • Propose improvement initiatives at global level and coordinate the implementation

Budget

  • Manage budget on Workplace, End user service and ITSM domain
  • Manage AXA GO related budget on all scope activities
  • Animate and participate with finance to budget review, forecast, rebilling and landing
  • Ensure savings and/or cost reduction initiatives are conduct on all domain and with all provider

Qualifications

Required profile:

Education, Professional Qualifications and Experience Minimum Education

  • Degree in information technology or a related field. Or any equivalent combination of education, training and experience which produces the required knowledge, skills and abilities.

Minimum Work Experience and Qualifications

  • Minimum of 10 years' experience in a similar role.
  • ITIL Certification mandatory

Technical / Functional Knowledge, Skills and Abilities

  • Manager of several teams and management of outsourced services
  • Capacity to manage a budget in full autonomy
  • Demonstrated Expert judgment with the ability to quickly identify, analyze, evaluate and resolve problems at the local/regional/international level
  • Good communication skills both written and verbal
  • Ability to manage international teams and topics transversally, in a matrix organization

Interpersonal Requirements

  • A strong service-oriented ('can-do') culture, with a strong focus on the 'internal customer' approach, committed to exceeding customer expectations.
  • Ability to be flexible to work with a wide variety of technology and maintain a professional demeanour.
  • Self-motivated, good interpersonal skills with a focus on listening and questioning abilities a prerequisite.
  • Analytical and logical 'mindset' when dealing with issues and an ability to empathise.
  • Drive and Energy to bring new process improvements and efficiencies within the team.
  • Ability to work effectively in a culturally diverse environment.

AXA Partners is committed to diversity and inclusion, on an equal basis.

Join a company that helps protect the forests At AXA Partners, we plant a tree for every new recruit (with a permanent contract). Learn more about the Reforest Program here

#LI-FR

About AXA

AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission: Empower people to live a better life.

Our values: Customer First, Courage, Integrity and One AXA.

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

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