Service Management Lead
Role details
Job location
Tech stack
Job description
AXA Partners is developing its Digital Journey with more and more transversal & digital assets supporting our customer journey, providing 24/7 services and integrated with our partners. The IT department is critical to support this transformation. Inside the AXA Partners IT direction, the Global IT Operations department is in charge of overseeing all Infrastructure, Cloud, Network, Telephony, End-Users, Operational Security and Quality of Service activities for Partners IT. The missions of the Global IT Operations are extended to local IT teams. To support this strategic initiative and to improve the delivery of services managed by Global IT Operations, a Global IT Operations Service Management position is created.
What you'll be doing:
You will be in charge of ensuring that Service Management practices are defined & deployed within the Global IT Operations department (practices, reporting, tooling, governance):
- Defining Service Management practices, reporting and way of working for all technical domains of Global IT Operations.
- In particular, define tooling that will be used to track Service Management SLA and performance
- Shared reporting and governance to follow Service delivery in all domains to ensure:
- All Global IT Operations Services are delivered to regional IT teams and Applications teams at the expected level
- Service Management practices are homogenous across the Global IT Operations organization, and aligned with best practices (ITIL, DevOps, Agile, etc.)
- Reporting and communication is provided in a regular basis to Apps and Regional IT teams according to their expectations
- Bring ITIL and Agile best practices and adapt them to Global IT OPS
- Build and animate the Service Management Guild to implement these practices and tools
Requirements
Do you have experience in ITIL?, * Engineer Degree or equivalent
- +10 years of experience as IT Manager in IT Run activities and/or service management
- Management of IT teams
- ITIL and Agile experience / certifications
Technical / Functional Knowledge, Skills and Abilities
- Strong knowledge in Infrastructure & Cloud
- Strong background in Service Management delivery
- Capacity to challenge existing situation to implement new processes and methods
- Functional / matrixial management of teams
- Capacity to mobilize and energize teams
- Very good interpersonal management skills
- Good communication skills both written and verbal
- Fluent in English
- Experience of International context
