Quality Management Officer

AXA Group; Paris; Sur place; EUR 50 000 - 80 000; Plein temps

Résumé du poste

AXA Group seeks an IT Quality Management Officer responsible for overseeing Quality of Service (QoS) across IT products, driving improvement initiatives based on data analysis, and collaborating with stakeholders. Ideal candidates will have extensive experience in IT operations, strong analytical skills, and an ability to communicate effectively at all levels.

Prestations

Diverse team environment

Equal opportunities

Career growth support

Qualifications

• Expert or leadership experience in IT operations or service management.
• Basic ITIL skills appreciated.
• English proficiency required.

Responsabilités

• Oversee QoS across IT products and ensure compliance with SLAs.
• Analyze QoS metrics for improvement opportunities.
• Drive improvement initiatives with stakeholders.

Connaissances

Data analysis

Service Management

Change Management

Technical Background

Communication

Problem-Solving

Outils

ServiceNow

Power BI

Description du poste

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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, 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 and TEAM :

You will join the Global Process Operations unit within the Global Service Operations department, which is part of the Group Technology Operations (GTO) division.

Our department manages day-to-day IT service delivery for AXA globally, partnering with Group Operations (GO) Global Products Departments, AXA Entities, and external suppliers, in accordance with the GO IT Operations Framework, contract requirements, and SLAs.

Our GSO main missions include:

• Managing QoS and continuous service improvements across all AXA entities and products.
• Supporting the Market by operationally fronting the Entity to ensure QoS, providing a centralized view of global services.
• Operating standardized, global key platforms and transversal services, leveraging automation and self-service capabilities.
• Monitoring performance of AXA GO applications and infrastructure to identify or anticipate issues.
• Managing IT operations processes, including incident resolution, change management, and Asset & Configuration Management.
• Facilitating Operational Resilience Services to secure Business Continuity during Disasters or Crises.
• Leading IT Operations standards definition, implementation, governance, and ensuring adherence, including with external vendors.
• Delivering and operating AXA’s Datacenters.

JOB PURPOSE :

As an IT Quality (of Service) Management Officer, your main goal is to drive continuous improvement topics with product teams and stakeholders, based on data analysis from the global QoS Power BI dashboard and ServiceNow, to identify levers for improvement actions.

You will also provide deep-dive data analysis as requested by GO management. The overall purpose is to maintain a holistic view on IT QoS, independently identify improvement levers, and drive optimization actions in collaboration with product teams to enhance AXA Group Operations’ QoS, supporting contractual SLAs and KPIs.

YOUR MAIN MISSIONS :

1- IT Quality of Service (QoS) Oversight:

• Oversee and manage QoS across various IT products and services.
• Ensure compliance with SLAs and targets.
• Monitor and analyze QoS metrics for improvement opportunities.

2- Data analysis and action deduction:

• Use data to identify trends and patterns.
• Provide detailed insights and reports to GO management.
• Review QoS data quality in tools like ServiceNow.

3- Implement continual improvement actions:

• Identify key levers from QoS dashboards and ServiceNow data.
• Drive improvement initiatives with stakeholders.
• Collaborate on best practices and process improvements.

4- Support GO Ambition:

• Align and prioritize actions with strategic goals.
• Collaborate for successful implementation.
• Help achieve GO targets.

5 - Stakeholder Communication:

• Communicate effectively at all levels, including C-Level presentations.
• Provide updates on QoS and initiatives.
• Gather feedback and align priorities.

Your Profile

We seek someone with:

Experience:

• Expert or leadership experience in IT operations or service management, with a proven ability to influence and improve processes in a global, multicultural environment.
• Basic ITIL skills are appreciated.
• Experience in large regional or global hybrid IT organizations within multinational companies.
• English proficiency.

Technical skills:

• Strong technical background with quick adaptability.
• Ability to analyze operational data, SLAs, KPIs, and identify trends and issues.
• Proficiency in root cause analysis and developing corrective actions.
• Capability to create management-level presentations, including visualizations in PowerPoint.
• Experience with ServiceNow is beneficial; Power BI is a plus.

Soft skills:

• Ability to motivate and inspire teams.
• Clear communication and persistence in follow-up.
• Change management skills are advantageous.
• Pragmatic, continuous improvement mindset.
• Ability to operate in a fast-changing environment, multitask, and manage relationships effectively.
• Resilient, proactive, with strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-centric, team-oriented, solutions-focused.

About AXA

AXA is a global insurance leader, acting for human progress through protection. With 153,000 employees in 54 countries and 105 million customers, we foster a culture of respect, diversity, and inclusion, supporting your growth and potential.

About the Entity

AXA is transforming into a sustainable, tech-led company, with Group Operations being a key driver of this change. We innovate and implement globally, leveraging technology, data, sourcing, and security across 17 countries with dedicated teams. Our focus areas include Data Technology, Procurement & Sourcing, and High-Performing Teams.

What We Offer

Join our diverse team of over 8,000 employees worldwide. We promote equal opportunities and foster an inclusive environment where everyone is valued and respected, enabling you to build your future with us.