Workplace Service Owner

AXA GROUP OPERATIONS

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 for delivering Global services to all AXA employees throughout the world. Global Services operations target is to deliver 24/7 support hours from various locations, leveraging 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 after-hours accessibility in the 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 for Production (operational readiness) and remediation plan is followed where status is not green everywhere.

Your Profile

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 analyze 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.

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 with 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

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.