Delivery & Engagement Lead

**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**

**Where will you be in the organization?**

**The division**

Group Technology Operations (GTO)**aims at designing, developing, and operating Global AXA IT products, delivering them to AXA Entities and the AXA Group, at the right level of quality of service and cost and aligned with business-driven priorities. Its missions can be summarized in four main activities: global product delivery, global product portfolio management, day-to-day operations management, and entities proximity management.

**The department / team**

You will join the Business and Data Global Products department, which encompasses a large range of solutions and services to support the Business of AXA, from technical IT4IT tools to enhanced Data capabilities, helping systems to be more reliable and secured.

Our department is composed of 5 Product Lines:
Data, BI & Analytics
- Shine platform provides through reporting, analysis, visualization tools
- Master Data Management (MDM) enhancing Data quality through Data governance

Integration Solutions
- Enterprise Integration platform (EIP) offers APIs to enable digitalization
- API Management provides solutions to manage and expose APIs
- Data Integration brings capabilities to manage and monitor large volumes of data flows between applicative systems (Extractions, Transformation, Load)

Enterprise Content Management
- Content Management Experience (CMX) provides solutions to securely store, manipulate, and archive customers and internal files including meta data

Enterprise Service Management
- SILVA4IT provides IT Service Management including IPC (Incident, Problem, Change) and portfolio management
- SILVA4Business provides HR and Facilities self-service, process automation and standardization
- SILVA4Security**acts as a central repository for Security incidents, Vulnerability management and Physical and Safety incidents

Test & Quality
- Quality Assurance Platforms accelerates Speed-to-Market & improve Quality of Service by leveraging tech platforms related to testing, automation & performance

**About the job**

**Job purpose**

As a Delivery & Engagement lead, your main objective is to manage and contribute to the delivery of services to meet business objectives (SLA, Governance, Reporting & Service Quality Assurance).

**Main missions**

Your responsibilities include:

- Establish and maintain a positive business relationship between client representing Service Delivery
- Measure and ensure delivered services in scope meet the agreed quality and expectations of the client
- Be the Single Point of Contact (SPOC) for her / his clients for all services in scope
- Ensure actual and forecasted client service consumptions are monitored and planned
- Contribute to client service level definitions, contract negotiations in collaboration with other Service Delivery Domains
- Manage client escalations and non
- IT risks in relation to the services delivered to the client
- Oversee, report, escalate & govern all Incidents, Problems and Changes affecting clients
- Monitor & Report on KPI’s and SLA results related to the provided services
- Periodic KPI and Quality of Service reviews with the client
- Build and monitor relevant budget and take accountability for P&L as applicable
- Manages all aspects of service including resourcing, staffing