ITIL Global Process Owner

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.

Key responsibilities include:

• 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 required:

• 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.