ITIL Global Process Owner - #1729780

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
  
  

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 Global Service Operations department (GSO), within Group Technology Operations (GTO) division. Our department manages day-to-day IT service delivery for AXA on a global scale, in partnership with Group Operations (GO)

Global Products Departments, AXA Entities and our external suppliers, in accordance with GO IT Operations Framework, contract requirements, SLAs (Service Level Internal Agreement) and OLAs (Operational Level Agreements).

Our GSO Main Missions

• Managing QoS as well as continuous service improvements for all AXA entities and across all AXA GO products transversally
• Supporting the Market by fronting the Entity operationally to ensure QOS, offering a centralized view for all global services provided by AXA GO Products
• Operating standardized, globalized key platforms & transversal services while leveraging automation and self-service capabilities.
• Monitoring the performance of AXA GO applications and infrastructure to identify or anticipate any issues or anomalies that could impact the organization's operation
• Managing IT operations processes, in particular swift and sustainable incident resolution, controlled change management as well as Asset & Configuration Management.
• Facilitating Operational Resilience Services for the Entities and AXA GO, securing Business Continuation in case of Disaster or Crisis Scenarios.
• Leading the IT Operations standards definition, implementation and governance and ensure adherence to these standards including external vendors.
• Delivering and operating AXA’s Datacenters
  
  

About The Job

One of AXA GO’s strategic priorities is to improve operational excellence and simplify how we operate. As a Global Process Owner (GPO) you will be responsible for overseeing our Service Level and Supplier Management Processes and contributing to our ITIL knowledge. Driving a culture of knowledge sharing and continual improvement in how we deliver for our customers globally :

• Monitoring the lifecycle of the process and ensuring that it is still fit for purpose and use.
• Responsible for the process definition, implementation, scheduling / execution, and continuous improvement.
• Collaborating closely with key stakeholders, operational and product teams. Supporting them in achieving key outcomes and developing a culture of innovation and improvement.
• Ensuring that the standard process framework is effectively used / understood in a mindset “Adopt and not Adapt”.
• Owning Roadmap and definition of releases with customers.
  
  

Main Missions

• Carry out analysis on performance of processes
• Coordinate and lead process design / improvement initiatives.
• Working closely with key stakeholders to identify, propose and implement improvement actions.
• Manage any agreed Silva (ServiceNow) enhancements for the processes; from raising to delivery and any associated process documentation updates.
• Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates.
• Manage the approval and publishing of all related process documentation
• Adjust or add any knowledge articles to ensure comprehensive operational practices
• Ensure KPI and efficiency measures are in place
• Lead Process Adherence initiatives,
• Lead the Process communities
• Chair any necessary Governance Boards, including development of the necessary inputs and outputs
• Support project teams in the onboarding of new entities and products to the process standards.
  
  

About You

EXPERIENCE :

• Actively worked with global IT Operational teams
• Preparation and delivery of Training
• Remote working environment
• Process Ownership for multi-location/discipline teams
• Understanding of IT Service Management/ITIL foundations level certification
• 1-3 years of relevant working experience (process design, measurement and improvement, working with process frameworks and standards, working in a global organization)
• Presenting to Executive Management & subsequent follow up
• 3+ years working within ServiceNow
• Understanding of Procurement processes for managing external suppliers
  
  

YOUR PROFILE And SKILLS

• Problem Solving
• Working knowledge of ITIL and Service Management particularly one or more of the following practices: IT Supplier Management, Capacity Management, IT Asset Management
• Quality Management
• Fluent English (written and spoken)
• MS Excel, Powerpoint, Word
• Strong analytical and problem-solving skills, numerical insight, ability to think of new solutions (“outside of the box”); rigor in fact base / data analysis
  
  

Coudl Be a Plus

• Expert user of ServiceNow - with an understanding on SLA definitions & application
• Agile methods (scrum, Kanban, design thinking (UX) and tools (Jira)
• CI Methodology such as Lean or Six Sigma
  
  

Soft Skills

• Agility & ability to learn
• Collaborative working
• High level of pro-activeness and taking initiative
• Active listening
• Pragmatic thinking
• Excellent communication skills, with the ability to influence & persuade
• Strong attention to detail
• Prioritization and planning skills
• Stakeholder Management
  
  

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.