POSITION MISSION & MAIN ACTIVITIES
One of AXA GO’s strategic priorities is to improve operational excellence and simplify how we operate. As a Global Process Owner (GPO), you will be responsible for overseeing our Service Level and Supplier Management Processes and contributing to our ITIL knowledge. Driving a culture of knowledge sharing and continual improvement in how we deliver for our customers globally:
* Monitoring the lifecycle of the process and ensuring that it is still fit for purpose and use.
* Responsible for the process definition, implementation, scheduling / execution, and continuous improvement.
* Collaborating closely with key stakeholders, operational and product teams. Supporting them in achieving key outcomes and developing a culture of innovation and improvement.
* Ensuring that the standard process framework is effectively used / understood in a mindset “Adopt and not Adapt”.
* Owning Roadmap and definition of releases with customers.
KEY ACTIVITIES
* Carry out analysis on performance of processes.
* Coordinate and lead process design / improvement initiatives.
* Working closely with key stakeholders to identify, propose and implement improvement actions.
* Manage any agreed Silva (ServiceNow) enhancements for the processes; from raising to delivery and any associated process documentation updates.
* Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates.
* Manage the approval and publishing of all related process documentation.
* Adjust or add any knowledge articles to ensure comprehensive operational practices.
* Ensure KPI and efficiency measures are in place.
* Lead Process Adherence initiatives.
* Lead the Process communities.
* Chair any necessary Governance Boards, including development of the necessary inputs and outputs.
* Support project teams in the onboarding of new entities and products to the process standards.
EXPERIENCE :
* Actively worked with global IT Operational teams.
* Preparation and delivery of Training.
* Remote working environment.
* Process Ownership for multi-location/discipline teams.
* Understanding of IT Service Management/ITIL foundations level certification.
* 1-3 years of relevant working experience (process design, measurement and improvement, working with process frameworks and standards, working in a global organization).
* Presenting to Executive Management & subsequent follow up.
* 3+ years working within ServiceNow.
* Understanding of Procurement processes for managing external suppliers.
YOUR PROFILE and SKILLS :
* Problem Solving.
* Working knowledge of ITIL and Service Management particularly one or more of the following practices: IT Supplier Management, Capacity Management, IT Asset Management.
* Quality Management.
* Fluent English (written and spoken).
* MS Excel, Powerpoint, Word.
* Strong analytical and problem-solving skills, numerical insight, ability to think of new solutions (“outside of the box”); rigor in fact base / data analysis.
Could be a plus :
* Expert user of ServiceNow - with an understanding on SLA definitions & application.
* Agile methods (scrum, Kanban, design thinking (UX) and tools (Jira)).
* CI Methodology such as Lean or Six Sigma.
Soft Skills
* Agility & ability to learn.
* Collaborative working.
* High level of pro-activeness and taking initiative.
* Active listening.
* Pragmatic thinking.
* Excellent communication skills, with the ability to influence & persuade.
* Strong attention to detail.
* Prioritization and planning skills.
* Stakeholder Management.
#J-18808-Ljbffr