Workplace Service Owner

**Workplace Service Owner** **(**22000AH6**)**

**PRIMARY LOCATION**: PORTUGAL-LISBON-LISBOA

**ORGANIZATION**: Group Operations

**CONTRACT TYPE**: Regular

SCHEDULE**: Full-time

**DESCRIPTION**

**AXA GO CONTEXT**

As an in-house provider, the scope of responsibilities for AXA GO is:

- Provide and manage a high performance workplace for all AXA employees
- Manage the IT foundation of all our partners, with the delivery of global infrastructure services
- Be the first line of defense in terms of IT, security and risk management
- Contribute to position IT within the AXA Group as a key player for reducing our carbon footprint

AXA GO GLOBAL SERVICES

AXA GO Global Services is responsible to deliver Global services to all AXA employees throughout the world.

Global Services operations are mainly located in India, but target is to deliver 24/7 support hours from various locations, leveraging on local expertise.

SERVICE OWNER FOR:

- Workplace - End Point platform management
- Workplace - Packaging & Teledistribution

The Service Owner will need to ensure that for the above services the following activities are followed:

- Operational control for End Point platform management and Packaging & Teledistribution
- Secure Incident, Problem, Change processes are performed according to the global standards.
- Control the Cap Gem (and then 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.
- Set-up global framework and ensure consistency among Workplace and Network Products
- Validate all quality objectives are met before moving a product or feature into production.
- Service Reporting

**QUALIFICATIONS**

**PROFILE**
- 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 as direct manager for human resources (objective setting, performance reviews, budget,etc)
- Experience in managing Client relationships
- Experience working within a global enterprise organization

SKILLS (NON-TECHNICAL 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 analyse 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

TECHNICAL SKILLS
- Previous technical experience with Intune and SCCM
- 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 Tech 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

DIMENSIONS
- Senior level position reporting to Service Ownership head
- Full time position requiring normal business as well as afterhours accessibility in event of emergencies and/or executive management escalation

LANGUAGE SKILLS
- Strong proficiency with the English language for verbal and written communications is mandatory (level 3 / extensive)

**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 with 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.

AXA is becoming a sustainable tech-led company and at AXA Group Operations w