Esm Lead Expert

**Job Description**:
**About AXA**

As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.

**About the entity**

AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation.

We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.

We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

At AXA Group Operations, we want to be recognized in three fields of action:

- State-of-the-art Data Technology to drive customer experience
- State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
- High-Performing Global Team for stronger partnerships with AXA entities

**Job position pitch**

**About the job**

**Main missions**

Your responsibilities include:

- Manage & Lead the Silva daily BAU activities
- Manage Cap Gemini Manage services related to BAU activitiesPromote the adoption of BAU
- Model post Silva deployment
- Act as a Technical Subject Master, to support BAU team
- Identify bottleneck, impediments, matter for improvement and come up with a proposal on mitigation plan / corrective action
- Define the quality parameters associated with client satisfaction.
- Build Customer confidence on Silva, focusing on customer satisfaction, by ensuring that:

- The SLAs for Silva Incidents and Silva Requests assigned to the Solution Delivery team are being met
- The pain points related to Silva are being addressed
- Identified training needs related to Silva are being addressed
- Act as an escalation point for BAU & Enhancement tickets.
- Ensure that the client expectations are well understood
- Inform the customer on ticket resolution.
- Manage BAU meetings with region
- Silva Customer Satisfaction Survey to be sent to OpCo members, Key Users and other Key stakeholders once / twice a year
- Manage the Silva product catalog
- Support the Silva Framework adoption
- Manage the customer relation ship to maintain the highest QOS
- Manage the ServiceNow SAM
- Monitor Silva platform performances

**Expected skills & experience**

We are looking for someone with the following experience and skills:
**Experience**
- 10 Years of experience on ITSM is required, with a deep knowledge of ServiceNow platform and team management

**Technical skills**
- ServiceNow administrator
- ITIL
- Ability to understand various ServiceNow functional contexts in the field of IT Service Management
- Below certification would be a plus:

- Sys AdminSys Admin Advanced

**Soft skills**:

- Ability to manage proper alignment with the client
- Communication
- Problem Solving
- Offshoring team management / Leadership
- Adaptability
- English fluent

**What we offer**

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.