Empresa:

AXA Group Operations

Descrição da Função

YOUR MISSION :

As a Global Service Owner for distributed managed OS, your main objective is to : Protect all Service oriented non technical processes for end to end IT Product Management.

Your responsibilities include :

• Manage all non technical service oriented processes being part within a formal ITIL Enterprise Foundation framework ( ITSM )
• Focus on QoS, Process Evolution, Design and operations for distributed managed OS Product Teams
• Act as Governance, escalation and coordinating Instance to reduce MTTR, MTTA, MTTF, MTBF scenarios.
• Manage operational support service provider partners to ensure high level of quality and high class service alignment.
• Oversee all kind of relevant KPIs, SLAs, OLAs for the Product Team and establish a pro-active communication and sharing environment to further optimize and support new upcoming trends like AI-Ops, shift left activities, pro-active Incident avoidance and automation capabilities for operational business

YOUR PROFILE

We are looking for someone with the following experience and skills:

• Senior and Advanced experience in managing ITIL / Prosci related Enterprise Environments ( like for example ADKAR within the Change Management area )
• Good understanding about state of the art Enterprise IT environments especially within the area of Managed OS and managed Databases ( distributed Server Environment ( Linux, Windows, Oracle, SQL )
• Good Knowledge about actual but also legacy Operating Systems and Databases
• Deep level understanding about QoS frameworks and how to manage and optimize QoS concepts
• ITIL V3 / V4 Service delivery process advanced knowledge is a mandatory requirement
• Specific experience in IT Service base ITSM Process structure like IPC ( Incident, Problem, Change )
• A big interest in future oriented Cloud Solutions and Platforms like Amazon AWS and Microsoft Azure or Private Datacenter hosted technologies
• Leadership and organizational skills with the ability to provide service oriented guidance and mentoring to surrounding keyplayers
• Autonomous, teamwork spirit and self-organized working, respectful of the process
• Some interest in future oriented AI-Ops solutions to optimize operational support and business line
• Be open minded, strong in communications and stakeholder management
• Love to work in multicultural environments distributed all over the world
• Upper Intermediate level of written and spoken English is mandatory
• Customer centric and result oriented
• Influencing skills and ability to analyse processes and trends to highlight weaknesses to drive results from processes and individuals
• Base understanding and or advanced experience within Power-BI development
• Executive level communication and presentations including ability to deal with sensitive client issues.
• Strong team building attitude and behaviour ( manage relationships )
• Act fully autonomous and pro-active in driving complex situation and scenarios

Observações

Lisboa (Portugal)