Workplace Transversal Service Ownership Officer

About the job

TRANSVERSAL SERVICE OWNER FOR:

• The Modern Device team: For the roll out of Windows Edition V2 and the BAU QoS work on this product as well as the Windows Basic legacy product.
• The candidate needs to have a good understanding of all underlying aspects of the product architecture. Knowledge of Intunes is clearly important.

The Transversal Service Owner shoul also have some familiarity with the following activites :

• Secure Incident, Problem, Change processes are performed according to the global standards.
• Control Cap Gem (or other new vendors), GSC and other third parties / X-shoring operations.
• Manage the Monthly Operational Governance with Market stakeholders : SLA/KPI, key facts of the months, pain points, specific plans…
• Manage a continuous QoS improvement plan.
• Setting up, jointly with Product Managers, the Product TOM.
• Validate all quality objectives are met before moving a product or feature into production.
• Secure the roadmap to run defining and applying the "golden rules" to make a Product eligible to Production (operational readiness) and remediation plan is followed where status is not green everywhere.
• Service Reporting

Expected skills & experience

We are looking for someone with the following experience and skills:

Profile

• Minimum 6-8 years of experience in IT Service related industry.
• University degree with IT or Business orientation.
• ITIL Service Management Certificate Qualified (or equivalent).
• Knowledge of key aspects of Service Delivery processes and business characteristics
• Experience in managing Client relationships
• Experience working within a global enterprise organization

Dimensions

• Senior level position reporting to Service Ownership head
• Requiring normal business as well as afterhours accessibility in event of emergencies and/or executive management escalation

Technical skills

• Specific experience in IT Service chain and incident, problem and change processes
• Practical and structured understanding of ITIL Service Delivery processes, understanding the maturity of existing processes within AXA
• Understanding of the AXA GO Business Model with the ability to understand needs and priorities.
• Understanding of Quality systems (i.e. Six Sigma) to be able to translate the Voice of the Customer and structure their needs and issues into prioritized action plans
• Understanding of data privacy, compliance, as well as security issues and SOX compliance requirements are appreciated

Soft skills / transversal skills

• Taking into account the multi-cultural environment, proficiency with the English language for verbal and written communications is mandatory (level 3 / extensive).
• Leadership and organizational skills with the ability to provide technical guidance and mentoring.
• Influencing skills and ability to analyse processes and trends and to highlight weaknesses to drive results from processes and individuals
• Mature soft skills capabilities
  • Negotiation and conflict resolution
  • Ability to deal with sensitive Client issues, to promote her/his solutions and get the buy-in for his proposal and recommendations
  • Executive level communication and presentations
• Ability to understand and manage supplier and service provider relationships
• Strong team builder

Language skills

• Strong proficiency with the English language for verbal and written communications is mandatory (level 3 / extensive). French is a bonus.

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

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.

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.