Windows OS Service Officer

AXA Group; Köln; Vor Ort; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

AXA Group is seeking a Global Service Owner for distributed managed OS to enhance IT product management. The role involves managing non-technical processes, focusing on quality of service, and leading teams in a multicultural environment. Ideal candidates will have senior experience with ITIL frameworks and a strong interest in Cloud solutions.

Qualifikationen

• Senior experience managing ITIL/Prosci related enterprise environments.
• Good understanding of Managed OS and managed Databases.
• Interest in future-oriented Cloud solutions.

Aufgaben

• Manage non-technical service-oriented processes within ITIL framework.
• Focus on QoS and process evolution for Product Teams.
• Oversee KPIs, SLAs, and establish proactive communication.

Kenntnisse

ITIL

Cloud Solutions

Leadership

Communication

Stakeholder Management

AI-Ops

Process Analysis

Tools

Power BI

Jobbeschreibung

Group Technology Operations (GTO) aims at designing, developing, and operating Global AXA IT products, delivering them to AXA Entities and the AXA Group, at the right level of quality of service and cost and aligned with business-driven priorities. Its missions can be summarized in four main activities: global product delivery, global product portfolio management, day-to-day operations management, and entities proximity management.

The department / team:

You will join the Distributed & Mainframe Global Products department, which delivers final Products for AXA’s entities (POD, Z, and ISeries, DC) and transversal components or intermediate products to other Product departments (Cloud, Workplace...) with the right quality of services.

We are relying on more than 220 people to handle product development in an agile way of working while taking care of major transformation programs, such as One DataCenter (aiming to define and implement the DataCenter strategic plan jointly with AXA Entities) and ATLAS program (a strategic initiative combining Cloud solutions, Core IT optimization, infrastructure modernization, and technical services rationalization).

Main missions:

1. Be a cornerstone of the Cloud Strategy and support the Cloud Transformation, focusing on designing and delivering the new Infrastructure hosting platform within our Datacenters (SDDC-POD) and supporting migration to target platforms.
2. Protect Core IT QoS over the coming years by selective refresh and decommissioning related infrastructure.
3. Migrate Technical Services to the new Cloud Target.
4. Enhance our Ecosystem toolset by introducing AIOps where appropriate (e.g., Request with Bots, Monitoring with Machine Learning).
5. Define the One Data Center strategy to rationalize our Data Center footprint and establish the appropriate Target Operating Model.
6. Continue transforming our department into a global product-driven organization.

Job purpose and main missions:

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:

1. Manage all non-technical service-oriented processes within a formal ITIL Enterprise Foundation framework (ITSM).
2. Focus on QoS, process evolution, design, and operations for distributed managed OS Product Teams.
3. Act as governance, escalation, and coordination instance to reduce MTTR, MTTA, MTTF, and MTBF scenarios.
4. Manage operational support service provider partners to ensure high-quality and high-class service alignment.
5. Oversee relevant KPIs, SLAs, OLAs for the Product Team and establish a proactive communication environment to optimize and support emerging trends like AI-Ops, shift-left activities, proactive incident avoidance, and automation capabilities.

Your Profile

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

1. Senior and advanced experience managing ITIL/Prosci related enterprise environments (e.g., ADKAR in Change Management).
2. Good understanding of state-of-the-art enterprise IT environments, especially Managed OS and managed Databases (distributed Server Environment: Linux, Windows, Oracle, SQL).
3. Knowledge of both current and legacy Operating Systems and Databases.
4. Deep understanding of QoS frameworks and how to manage and optimize QoS concepts.
5. Advanced knowledge of ITIL V3 / V4 Service delivery processes is mandatory.
6. Experience with ITSM process structures like Incident, Problem, Change (IPC).
7. Interest in future-oriented Cloud solutions and platforms like AWS, Azure, or private data center technologies.
8. Leadership and organizational skills with the ability to guide and mentor service teams.
9. Autonomous, team-oriented, and self-organized working style, respectful of processes.
10. Interest in AI-Ops solutions for operational support and business optimization.
11. Open-minded, strong communicator, and stakeholder management skills.
12. Experience working in multicultural, global environments.
13. Upper intermediate level of written and spoken English.
14. Customer-centric and results-oriented mindset.
15. Influencing skills and process/trend analysis to identify weaknesses and drive improvements.
16. Basic or advanced experience with Power BI development.
17. Strong communication and presentation skills, including handling sensitive client issues.
18. Team-building attitude and relationship management skills.
19. Proactive and autonomous in managing complex situations.

About AXA

As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees across 54 countries serving 105 million customers, we foster a vibrant, inclusive culture rooted in respect and diversity. Join AXA to belong, grow, and make a difference in critical moments of people's lives. This is your chance to shape your future.

About the Entity

AXA is transforming into a sustainable, tech-led company. At AXA Group Operations, we are key drivers of this change, leveraging technology, data, sourcing, security, and strategic investments globally to enhance our insurance business model and deliver value efficiently across 17 countries with highly qualified teams.

• State-of-the-art Data Technology for customer experience.
• Advanced Procurement & Sourcing for efficiency and risk management.
• High-Performing Global Teams for stronger partnerships with AXA entities.

What We Offer

We bring together a diverse team of over 8,000 employees worldwide, committed to equal opportunities and fostering a culture of inclusion and respect, where everyone can thrive and grow.