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Service Management Lead

Il y a 3 mois

Paris, France AXA Group Operations Temps plein

The Service Manager is responsible for Quality of Service (QOS) reporting and governance for their scope towards the entity(ies).

The Service Manager will oversee that the quality and performance of the service delivery towards the entity(ies) meets expectations and ensures that the Service Levels are achieved


Main activities

The Global Service Center Service Manager:

  • Acts as a primary point of contact for structural Quality Of Service and general operational matters.
  • Manages potential escalations and connects with the organization where relevant.
  • Ensures the AXA GO executive management and/or entity(ies) executive management are kept informed during any escalations.
  • Runs and/or participates to required operational alignment meetings.
  • Provide input to and represent Country QOS in AXA GO QOS boards. (Weekly QOS, Monthly Forum)
  • Supports the communications with entity(ies) (in coordination with Major Incident Management (MIM) teams) of the impact and resolution of Major Incidents, Problems and SIP’s.
  • Monitors the performance and quality of products delivered by all product teams, by reviewing the monthly SLA and QoS reports as agreed in the contract.
  • In the case of AXA GO services not meeting entity(ies) expectations or agreed Service Levels, determines and follows-up on the necessary Service Improvements Plans (SIP) with the relevant product teams and AXA GO Problem Management.
  • Ensure the figures are agreed with the local entities and they reflect on the QOS dashboard
  • Ensures proper capacity and availability management reporting is available for the entity(ies) as agreed with Capacity Management team.
  • Prepares and presents necessary monthly service level reporting for entity(ies) QoS governance meeting.


Scope of activities:

QoS reporting and governance, Service Improvements Plans (SIP), monthly service level reporting, Contributes and supports in MIM resolution


Interactions:

  • Leaders in Products teams, Markets teams and Global Service Center department.
  • Product Teams/Operations Team
  • Incident & Problem Senior Managers
  • Frequent discussions at Exec level


Your Profile


  • Experience in Service Management (5 years ideally)
  • Experience and knowledge of IT Operations
  • Have worked within a Global organization
  • Fluent English
  • ITIL Certified is a plus