AXA Group Operations Workplace Service Owner

AXA GO

As an in-house provider, the scope of responsibilities for AXA GO is:

• Provide and manage a high performance Workplace for all AXA employees
• Provide application services to Chief Information Officers (CIOs) and their IT teams to support AXA's business
• Manage the IT foundation of all our partners, with the delivery of global infrastructure services
• Be the first line of defense in terms of IT, security and risk management
• Contribute to position IT within the AXA Group as a key player for reducing our carbon footprint

AXA GO GLOBAL SERVICES

AXA GO Global Services is responsible to deliver Global services to all AXA employees throughout the world.

Global Services operations target is to deliver 24/7 support hours from various locations, leveraging on local expertise.

POSITION : SERVICE OWNER for Meeting Experience (Meeting Room, Room Booking, Event On Demand). The candidate should have a good understanding of all underlying aspects of the product architecture.

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

The Service Owner should also have some familiarity with the following activities :

• Maintain QoS at the right level :
• Contribute to major incident management with MIM teams; propose proactive measures to reduce MI jointly with Product Managers (QoS day)
• Oversee minor incident management and take the lead in case of hot topic /escalation
• Secure the use of GO global processes: mandatory Silva ticket, Changes through relevant boards, creation of new request items in the service catalog to reduce irrelevant incident tickets
• Control of service provider operations (IPC, delivery) and performance (SLA)
• Manage Service / continuous improvement plans
• Keep the products TOM (target operating model) up to date, jointly with Product managers/owners
• Validate all quality objectives are met before moving a product or its feature into production (move2Run). This includes user documentation and incident resolution documentation for L1/L2 support team.
• Manage periodic operational governance with Markets and entities stakeholders
• Service Reporting using Silva / Harmony / ad hoc dashboards or reports
• Data steward in charge of keeping product data up to date within Silva
• 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.

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

SKILLS (NON-TECHNICAL 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

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

LANGUAGE SKILLS

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