Overview
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most. The organisation provides a wide range of services including health, car, home, and business insurance and supports millions of customers worldwide.
We have a new opportunity for a Platform Operations Lead to join us, focusing on service management, operational coordination and stakeholder alignment as a deputy to the Platform Operations Manager.
Responsibilities
- Support day-to-day operations to ensure platform stability and performance
- Lead incident, problem, and change management coordination
- Act as incident lead during major outages, ensuring structured response and communication
- Lead the operational onboarding of new services, features, and capabilities into BAU
- Ensure all services meet operational readiness criteria (documentation, monitoring, support model, SLAs)
- Drive initiatives to improve operational efficiency, reduce manual effort, and implement sustainable solutions
- Act as a stand-in for the Operations Manager, ensuring continuity of operations
- Represent operations in governance forums and stakeholder discussions
- Track service performance (e.g., incidents, recurring issues, service stability, tracking consumption-based items)
- Ensure that comprehensive documentation and knowledge management artefacts (playbooks, runbooks) are in place and kept up to date
Work Arrangements
AXA works with flexible arrangements to balance time between home and the office. You will work at least two days a week away from home (40%), increasing to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events. Flexible working arrangements can be discussed with Talent Acquisition.
Your Skills & Experience
- Proven experience in IT service Management, Service Operations, or Platform Operations
- Experience managing incident, problem, change and major incident processes in a production environment
- Ability to work with third party suppliers and managed service providers
- Proficiency coordinating operational readiness and service transition for new platform capabilities
- Strong knowledge of ITIL service management practices e.g. Incident, Problem, Change, Major Incident and Service Transition
- Expertise in leading stakeholder management across business and technology teams
- Strong troubleshooting, analytical and documentation skills
- Experience supporting enterprise SaaS platforms with Salesforce experience highly desirable
How To Apply
To apply, click on the “apply now” button, then log in or create a profile to submit your CV. AXA is an Equal Opportunities Employer and does not discriminate based on protected characteristics. If you require adjustments during the application or interview process, AXA offers accessibility support through the Accessibility Concierge. For support, please email lauren.standen@axa-insurance.co.uk.
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