Workplace Service Ownership Officer

**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**

**About the job**

**Main missions**
- 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.
- Service Reporting

**Expected skills & experience**

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

**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 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

**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.