It Service Quality Officer

3 semanas atrás


Lisboa, Lisboa, Portugal Axa Group Operations Tempo inteiro

.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 Process Operations unit within Global Service Operations department which is part of 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 and SLAs (Service Level Agreements).
Our GSO main mission: Managing QoS as well as continuous service improvements for all AXA entities and across all AXA GO products transversally.
Supporting the Market by fronting the Entity operationally to ensure QoS, offering a centralized view for all global services provided by AXA GO Products.
Operating standardized, globalized key platforms & transversal services while leveraging automation and self-service capabilities.
Monitoring the performance of AXA GO applications and infrastructure to identify or anticipate any issues or anomalies that could impact the organization's operation.
Managing IT operations processes, in particular swift and sustainable incident resolution, controlled change management as well as Asset & Configuration Management.
Facilitating Operational Resilience Services for the Entities and AXA GO, securing Business Continuation in case of Disaster or Crisis Scenarios.
Leading the IT Operations standards definition, implementation and governance and ensures adherence to these standards including external vendors.
Delivering and operating AXA's Datacenters.
JOB PURPOSE As a Quality (of Service) Management Officer, your main objective is to drive various topics on continual improvement with the product teams and other key stakeholders, based on former data analysis from global QoS Power BI dashboard and Service Now to identify the right levers for improvement actions.
Furthermore, you will provide additional data deep dives as requested on demand from GO management.
Overall, the job purpose is to have a holistic view on Quality of Service topics through the organisation, independently identify the levers and drive optimisation actions designed in co-creation with the product teams to improve AXA Group Operations' Quality of Service to contribute to fulfilling the contractually agreed Service Level Agreements with the AXA entities as well as additional Quality of Service key performance indicators



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