Regional Service Delivery Lead - UK/Lloyds & Reinsurance

AXA XL Global Technology (GT) division has been undergoing significant transformation, including simplification of the applications landscape across geographies, cloud transformation and migration to strategic platforms, and an operating model transformation to support upcoming technological and business process changes. This new Service Delivery Lead will manage a team of local delivery managers and serve as the critical link between IT services within GT and regional business operations.

Responsibilities

• Be the focal point, regionally, for all service delivery across the local country offices.
• Maintain strong relationship management with regional COO’s and leadership teams, and manage business relationships with stakeholders in regional offices, key business managers, country managers and segment IT managers to ensure the delivery of high-quality IT services.
• Engage with colleagues regionally to understand IT service needs using mechanisms such as attending business meetings, service review meetings, service “lunch and learns”, colleague experience workshops, stakeholder meetings, feedback surveys and forums.
• Oversee the Major Incident process, ensuring a full understanding of regional business impact, coordinating regional activity, and managing stakeholder communications while being a key point of service escalation.
• Contribute to the GT and regional business plans by providing input on relevant IT solutions and needs in the region, keeping colleagues abreast of IT developments, services, initiatives and policies, and explaining benefits and impacts.
• Support the Cloud Council and IT Change process, working with the Service Design and Transition team, to provide input and advice on projects where necessary, such as the development and implementation of new business tools, service models and transition approaches.
• Utilize performance dashboards, scorecards and heat maps on a regional basis to understand service performance levels, identifying and owning key areas of concern.
• Leverage global GT resources and support to achieve business goals and high-level services across the region, fostering a participative work environment, enabling effective communication, and providing guidance and training to less experienced individuals.
• Work effectively with other technology teams that are part of the AXA Group, such as AXA GO and Country GI, when required and help coordinate activities that require regional or country IT service knowledge.

Qualifications Required Skills and Abilities

• Proven ability in managing teams within a complex organization.
• A passion for providing high-quality IT services to internal customers.
• Significant experience in an IT Service or IT Operations role.
• Excellent verbal and written communication skills.
• Knowledge of technical infrastructure in addition to an understanding of ITSM processes.
• Exceptional stakeholder management skills and a natural ability to form trusted and effective relationships with business customers and colleagues.
• Effective interpersonal skills and demonstrated ability to work and communicate with top-level executives.
• Experience managing professional staff or leading high-level project management with staff.
• Analytical and problem-solving abilities—demonstrated aptitude for problem solving and ability to determine effective solutions for customers.
• Advanced ITIL framework knowledge with ITIL Foundations certification required.
• Ability to multi-task and prioritize multiple initiatives.
• Excellent verbal and written communication skills in local language and English.
• Experience working as part of a multinational team.

Desired Skills and Abilities

• Previous experience in an organization of similar size and complexity.
• Previous experience working with a centralized group function.

Benefits

• AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.
• At AXA XL, we know that an inclusive culture enables business growth and is critical to our success.
• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 chapters around the globe.
• Robust support for flexible working arrangements.
• Enhanced family-friendly leave benefits.
• Named to the Diversity Best Practices Index.
• Signatory to the UK Women in Finance Charter.

AXA XL is an Equal Opportunity Employer.