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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.
* Work closely with key stakeholders to identify, propose, and implement improvement actions.
* Manage Silva (ServiceNow) enhancements for the processes; from initiation to delivery and related documentation updates.
* Review and update process documentation from improvements or changes to templates.
* Manage approval and publication of process documents.
* Add or adjust knowledge articles for operational practices.
* Ensure KPI and efficiency measures are in place.
* Lead Process Adherence initiatives and communities.
* Chair Governance Boards, developing necessary inputs and outputs.
* Support onboarding of new entities and products to process standards.
POSITION MISSION & MAIN ACTIVITIES
As a Global Process Owner (GPO), you will oversee Service Level and Supplier Management Processes, contribute to ITIL knowledge, and foster a culture of continual improvement:
* Monitor process lifecycle for relevance and effectiveness.
* Define, implement, schedule, and improve processes.
* Collaborate with stakeholders to support outcomes and innovation.
* Promote understanding and adoption of the standard process framework.
* Manage release roadmaps with customers.
KEY ACTIVITIES
* Analyze process performance.
* Lead process design and improvement initiatives.
* Identify and implement improvement actions with stakeholders.
* Manage Silva (ServiceNow) enhancements and documentation.
* Review and update process documentation.
* Publish process documents and update knowledge articles.
* Ensure KPI and efficiency measures are in place.
* Lead Process Adherence and community initiatives.
* Chair Governance Boards.
* Support onboarding of new entities and products.
Your Profile
Experience:
* Experience with global IT operational teams.
* Training delivery experience.
* Experience in remote working environments.
* Process ownership in multi-location teams.
* IT Service Management/ITIL certification (foundation level).
* 1-3 years in process design, measurement, and improvement.
* Experience with ServiceNow (3+ years).
* Understanding procurement processes for external suppliers.
Your Skills:
* Problem solving and analytical skills.
* Knowledge of ITIL and Service Management practices.
* Quality management.
* Fluent English (written and spoken).
* Proficiency in MS Excel, PowerPoint, Word.
* Strong communication and stakeholder management skills.
Additional Skills (Plus):
* ServiceNow expertise, SLA understanding.
* Agile methodologies (Scrum, Kanban, UX, Jira).
* Lean or Six Sigma methodologies.
Soft Skills:
* Agility, proactive attitude, active listening.
* Pragmatic thinking, excellent communication, influence skills.
* Attention to detail, prioritization, planning.
* Stakeholder management.
About AXA
AXA acts for human progress through protection, with 153,000 employees across 54 countries, serving 105 million customers. We foster a culture of respect, inclusion, and diversity, encouraging growth and opportunity for all.
About the Entity
AXA Group Operations is transforming into a sustainable, tech-led company, leveraging technology, data, and global sourcing to innovate and improve efficiency across 17 countries.
We focus on data technology, procurement, sourcing, and building high-performing global teams to strengthen partnerships and deliver value.
What We Offer
We bring together diverse expertise and promote equal opportunities, creating an inclusive environment where all employees can thrive and grow their potential.
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