Global Process Management Lead in Bristol

In the Process Excellence team, we use agile ways of working to deliver, manage and continually improve our standardized global IT Service Management Processes. We are looking for a new global Process Owner to take responsibility for the policies, processes and operation of our ITSM Data & Configuration Management. This role has significant scope and potential to evolve how we use our toolset to support ITIL processes and to improve our Quality of Service. AXA GO strategic priorities include improving Operational Excellence and simplification. As a Global Process Owner in AXA GO you will be key to delivering this ambition within IT Service Management.

Main missions

• Be in charge of the processes connected with the data structure in our ITSM tool.
• Providing expert support to other process owners and key stakeholders on how the data model should be managed and evolved to meet our strategic objectives.
• Managing the relationship with the global product.
• Identifying, owning and driving improvement projects for data management.
• Owning the alignment between the tool and process roadmaps, identifying opportunities for bilateral improvements.
• Be in charge of process conception and validation.
• Apply process modeling notation knowledge to document processes.
• Coordinate and lead process design and requirements activities (e.g., workshop preparation and animation, process design, demos).
• Understand and measure the operational impacts of the processes in context.
• Facilitate process approvals for newly defined or amended processes (e.g., drive validation workflow, refine process documents).
• Analyse business steps and processes to enable easy determination of their constituents.
• Be in charge of process deployment and compliance (including process application).
• Adapt or decline standardized processes in operational context; make process modeling concepts concrete.
• Produce proper process documentation including operational procedures.
• Build or fulfil prerequisites (tooling, training, process interfaces).
• Educate those responsible for the operation and management of various business processes.
• Carry out professional measuring and monitoring, and provide feedback on performance of business processes.
• Produce and monitor process KPIs.
• Communicate KPI measurements.
• Identify, propose and implement improvement actions.
• Prepare and lead process reviews/audits with process owners.
• Identify processes and tooling needing improvement.
• Manage and coordinate improvement actions and changes.
• Discern the difference between various steps and business processes recorded on a flow chart.
• In Operations Mode, manage the relationship between the ITSM product and the process/operations teams; responsibility for all demands and enhancements needed to evolve our operations.
• Lead on behalf of the department in assessing new product features against our process roadmaps and identifying opportunities to improve processes via new features.
• Drive improvements in the data structure in our ITSM toolset and support the overall reporting of our SLA’s and KPI’s.
• Manage the review and adjustment of the process documentation arising from process improvements or template changes.
• Support creation and publishing of knowledge articles necessary for process deployment.
• Deliver all process KPI and efficiency reporting as required.
• Manage agreed ServiceNow enhancements for the process (definition, testing, deployment).
• Contribute to PASS (Process Adherence Study & Survey) initiatives.
• Give support/training to operational teams and new joiners for correct process implementation.
• Support Global Process Operations.
• Participate in all necessary Governance Boards; develop inputs (board pack) and produce outputs such as minutes, actions and plan updates.
• Support actions resulting from audits and own relevant remediation tasks.

Expected skills & experience

• Actively worked with global IT operational teams.
• Prepared and delivered training.
• Experience working in a remote environment.
• Understanding of IT Service Management/ITIL foundations.
• 1‑3 years of relevant experience (process design, measurement and improvement, working with process frameworks and standards, operating in a global organization).
• Experience presenting to Executive Management and follow‑up.
• 3+ years working within ServiceNow.

Technical skills

• Strong analytical and problem‑solving skills, numerical insight, ability to devise new solutions (“outside of the box”), rigor in fact‑based data analysis.
• Quality Management experience.
• Expert user of ServiceNow – understanding of data model and best practices.
• Working knowledge of IT Service Management.
• Fluent English (written and spoken).
• Proficiency in MS Excel, Powerpoint, Word, Visio, PowerBI.
• Experience with Agile methods (Scrum, Kanban, Design Thinking, Jira).

Soft skills / transversal skills

• Agility & ability to learn.
• Collaborative working.
• High level of proactiveness and initiative.
• Active listening.
• Pragmatic thinking.
• Excellent communication skills, with the ability to influence & persuade.
• Strong attention to detail.
• Prioritisation and planning skills.

What we offer

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide. We are committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or individuals of different origins) and promote Diversity & Inclusion by creating a respectful work environment where individual differences are valued.

About the entity

State‑of‑the‑art Data Technology to drive customer experience. State‑of‑the‑art Procurement & Sourcing to drive efficiency and better manage risks. High‑Performing Global Team for stronger partnerships with AXA entities.

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 for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we nurture a culture of respect for each other, our customers and the communities around us. Join AXA and feel you belong, are included and can thrive. You will have the opportunity to shape the way you work, grow your potential, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.