IT Service Quality officer

2 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 wholistic 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.

Main missions

Your responsibilities include:

Quality of Service (QoS) Oversight:

- Oversee and manage the Quality of Service across various products and services.
- Ensure compliance with established quality standards like SLAs and other defined targets.
- Monitor and analyze QoS metrics to identify areas for improvement.

Data analysis and deduction of actions:

- Utilize data including in-depth analysis to identify trends and patterns.
- Provide detailed data insights and reports as requested by GO management.
- Review QoS metrics to ensure good quality of data in supporting tools like Service Now.

Implementation of continual improvement actions via GO product teams:

- Utilize data analysis from global QoS dashboards and Service Now to identify key levers for improvement actions
- Drive continual improvement initiatives with key stakeholders like products, markets and GSO.
- Implement best practices and process improvements to enhance service quality in close collaboration with process owners and Process Operations teams.

Support GO Ambition:

- Align and prioritize improvement actions with the organization's strategic goals and targets.
- Collaborate with various stakeholders to ensure the successful implementation of improvement initiatives.
- Support the organization in achieving the targets set by GO Ambition.

Stakeholder Communication:

- Communicate effectively with stakeholders at various levels of the organization, including exchange with and presentations to C-Level management.
- Provide regular updates on QoS performance and improvement initiatives.
- Gather feedback and align on operational priorities.

Your Profile

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

Experience

- Solid experience in an expert or leadership role within operations, service management or related fields, demonstrating the ability to drive topics forward that impact a broad variety of people from different parts of the organisation, deliver high performance with regards to quality and quantity, and optimize processes and operational procedures in a global, multi-cultural environment
- ITIL skills at least at basic level are highly appreciated
- Experienced in working within a large regional or global hybrid IT organization within a multi-national company.
- Language skills: English proficiency

Technical skills

- Solid technical and operations background with the ability to quickly adapt to new topics.
- Ability to analyse and interpret operational data, including Service Level Agreements (SLAs) and other key performance indicators (KPIs), to identify trends, opportunities for improvement, and potential areas of concern.
- Proficiency in conducting root cause analysis to identify the underlying reasons for operational issues and develop effective corrective actions to improve process efficiency.
- Ability to independently aggregate results from in depth analysis to presentations at management level (including visualization in PowerPoint)
- Expertise in Service Now is beneficial, Power BI would be a plus

Soft skills / transversal skills

- Ability to inspire and motivate people, especially for topics that are coming on topic of their daily operations.
- Provide clear direction, and be persistent in following up on delivery, even in terms of potential pushbacks.
- Ideally skills / experience in change management to support collaborative and high-performing operational teams.
- Pragmatic and continuous improvement mindset.
- Ability to operate in a rapidly changing environment and handle various topics at the same time.
- Good aptitude in relationship management.
- Work with minimal direct guidance, resilient, self-motivated and proactive.
- Assertiveness, empathy, active listening.
- Strong analytical and problem-solving skills to assess situations quickly and make informed decisions.
- Good communication skills, both verbal and written, with the ability to convey information clearly and concisely.
- Team spirit, customer centric, solution & value oriented

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