Regional Service Delivery Lead - UK/Lloyds & Reinsurance in London

Overview

AXA XL Global Technology (GT) division is undergoing significant transformation to simplify applications and optimize operations across geographies and business units. The 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.
• Adopt strong relationship management with regional COO’s and leadership teams, maintaining and managing successful 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, helping to coordinate 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—explaining benefits and impacts.
• Support in the Cloud Council and IT Change process, working with the Service Design and Transition team, to provide input and advice on projects where necessary, e.g. the development and implementation of new business tools, service models and transition approaches.
• Utilize performance dashboards, scorecards & heat maps on a regional basis to understand service performance levels, identifying and owning any key areas of concern.
• Leverage global GT resources and support to achieve business goals and high‑level services across the region, including identifying similar IT needs of different colleagues, fostering a participative work environment, enabling effective communication, and providing guidance and training to less experienced individuals; manage professional IT staff or high‑level project resources with global, local, regional or virtual teams ensuring that appropriate levels of support are being provided across the region.
• Work effectively with other Technology teams who are part of the AXA Group (e.g. AXA GO, Country GI) when required and help coordinate activities which 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 & 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 & written communication skills in local language & 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 an Equal Opportunity Employer. All relevant benefits and compensation information are provided by the company upon request.