POSITION MISSION & MAIN ACTIVITIES
AXA GO aims to enhance operational excellence and simplify operations. As a Global Process Owner (GPO), you will oversee Service Level and Supplier Management Processes and contribute to our ITIL knowledge. Your role involves fostering a culture of knowledge sharing and continuous improvement to better serve our global customers:
* Monitor the process lifecycle to ensure it remains fit for purpose.
* Define, implement, schedule, execute, and continuously improve processes.
* Collaborate with stakeholders, operational, and product teams to achieve key outcomes and promote innovation.
* Ensure effective use and understanding of the standard process framework, emphasizing "Adopt and not Adapt".
* Own the roadmap and release definitions with customers.
KEY ACTIVITIES
* Analyze process performance.
* Lead process design and improvement initiatives.
* Work with stakeholders to identify and implement improvements.
* Manage Silva (ServiceNow) enhancements, including documentation updates.
* Review and update process documentation following improvements or template changes.
* Approve and publish process documentation.
* Update knowledge articles to reflect operational practices.
* Implement KPI and efficiency measures.
* Lead Process Adherence initiatives and community engagements.
* Chair Governance Boards, developing necessary inputs and outputs.
* Support onboarding of new entities and products to process standards.
EXPERIENCE
* Experience with global IT Operational teams.
* Training preparation and delivery.
* Experience working remotely.
* Process ownership across multi-location/discipline teams.
* IT Service Management/ITIL foundation certification.
* 1-3 years in process design, measurement, and improvement within a global organization.
* Experience presenting to and following up with Executive Management.
* 3+ years working with ServiceNow.
* Understanding procurement processes for managing external suppliers.
YOUR PROFILE AND SKILLS
* Problem-solving skills.
* Knowledge of ITIL and Service Management practices such as IT Supplier Management, Capacity Management, IT Asset Management.
* Quality management skills.
* Fluent in English (written and spoken).
* Proficiency in MS Excel, PowerPoint, Word.
* Strong analytical skills, data-driven mindset, and creative problem-solving abilities.
Additional Skills (Plus)
* Expertise in ServiceNow, including SLA definitions and applications.
* Familiarity with Agile methodologies (Scrum, Kanban, Design Thinking) and tools like Jira.
* Knowledge of CI methodologies such as Lean or Six Sigma.
Soft Skills
* Adaptability and eagerness to learn.
* Collaborative working style.
* Proactiveness and initiative-taking.
* Active listening skills.
* Pragmatic thinking.
* Excellent communication and influencing skills.
* Attention to detail.
* Prioritization and planning capabilities.
* Stakeholder management skills.
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