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Service Management Officer

2 weeks ago

Puchong New Village, Malaysia AXA Group Operations Full time 60,000 - 120,000 per year
  • Jalan Puteri 1/2, PUCHONG, MY, 47100
  • INFORMATION TECHNOLOGY
  • 8668
  • GO_MY_Manager E1
  • Rami AMDOUNI
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

We are seeking a dynamic and experienced Service Management Officer to join our team and play a pivotal role in driving operational excellence and ensuring the highest standards of service delivery for 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, 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 Agreement) and OLAs (Operational Level Agreements).

Our main missions:

  • Provide a single point of visibility and an increasing operational maturity to control end-to-end service delivery of all global services provided by Products
  • Coordinate service delivery, integration and inter-operability across multiple products for the AXA entities
  • Govern operational performance and service improvement of all global services and increase maturity by standardizing and automating operational processes (e.g. IPC, Asset & configuration Management, License and PUAM Management)
  • Operate 7x24 and ensure Quality of Service (QoS) supporting AXA business and customer expectations for global services (e.g. Mainframe, PIaaS, Digital Applications and related 3rd parties)
    Lead the One QoS Program

About the job

Job purpose

The Service Management Officer is responsible for QoS reporting and governance for their scope towards the entity(ies), the Service Management Officer will oversee that the quality and performance of the service delivery towards the entity(ies) meets expectations and ensures that the Service Levels are achieved.

Main missions

Your responsibilities include:

  • Acts as a primary point of contact for structural GTO Quality of Service and general operational matters.
  • Manages potential escalations and connects with the AXA GO organization (products, processes, GSC…) where relevant
  • Ensures the AXA GO executive management and/or entity(ies) executive management are kept informed during any escalations.
  • Runs and/or participates to required operational alignment meetings. (i.e. opco weekly ops, GO market meeting…)
  • Provide input to and represent Country QOS in AXA GO QOS boards. (Weekly QOS, Monthly Forum)
  • Supports the communications with entity(ies) (in coordination with Major Incident Management (MIM) teams) of the impact and resolution of Major Incidents, Problems and SIP's.
  • Monitors the performance and quality of products delivered by all product teams, by reviewing the monthly SLA and QoS reports as agreed in the contract.
  • In the case of AXA GO services not meeting entity(ies) expectations or agreed Service Levels, determines and follows-up on the necessary Service Improvements Plans (SIP) with the relevant product teams and AXA GO Problem Management
  • Co-ordinate the GO PDL\MOU and ensure the figures are agreed with the local entities and they reflect on the QOS dashboard
  • Ensures proper capacity and availability management reporting is available for the entity(ies) as agreed with Capacity Management team.
  • Prepares and presents necessary monthly service level reporting for entity(ies) QoS governance meeting.

Scope of activities:

QoS reporting and governance, Service Improvements Plans (SIP), monthly service level reporting, Contributes and supports in MIM resolution.

Interactions:

  • Leaders in Products, Markets and GSC
  • Product Teams/Operations Team
  • Incident & Problem Senior Managers
  • Frequent discussions at Exec level

Expected skills & experience

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

Experience

  • Experience in Service Management
  • Experience and knowledge of IT Operations
  • Have worked within a Global organization

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.