ITIL Global Process Owner

JR United Kingdom; Bristol; On-site; GBP 40,000 - 75,000; Full time

Job summary

An established industry player is seeking a Global Process Owner to enhance operational excellence and streamline processes. In this role, you will oversee Service Level and Supplier Management, ensuring processes remain effective and aligned with organizational goals. You will collaborate with global teams, driving innovation and improvement while managing tools like ServiceNow. This position offers a unique opportunity to influence key stakeholders and contribute to a culture of continuous enhancement. If you have a knack for problem-solving and a solid understanding of ITIL, this could be the perfect fit for you.

Qualifications

• 1-3 years of relevant experience in process design and improvement.
• Understanding of IT Service Management/ITIL foundations.

Responsibilities

• Overseeing Service Level and Supplier Management Processes.
• Driving a culture of knowledge sharing and continual improvement.

Skills

Problem-solving skills

ITIL knowledge

Service Management

Analytical skills

Fluent English

Education

ITIL Certification

Tools

ServiceNow

MS Excel

PowerPoint

Word

Jira

Job description

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One of AXA GO’s strategic priorities is to improve operational excellence and simplify how we operate. As a Global Process Owner (GPO), you will be responsible for overseeing our Service Level and Supplier Management Processes and contributing to our ITIL knowledge. You will drive a culture of knowledge sharing and continual improvement in how we deliver for our customers globally:

• Monitoring the lifecycle of the process and ensuring it remains fit for purpose and use.
• Responsible for process definition, implementation, scheduling/execution, and continuous improvement.
• Collaborating closely with key stakeholders, operational and product teams, supporting them in achieving key outcomes and fostering a culture of innovation and improvement.
• Ensuring the standard process framework is effectively used and understood, promoting an “Adopt and not Adapt” mindset.
• Owning the Roadmap and defining releases with customers.

KEY ACTIVITIES

• Analyzing process performance
• Leading process design and improvement initiatives
• Working with stakeholders to identify, propose, and implement improvements
• Managing Silva (ServiceNow) enhancements, from initiation to delivery, including process documentation updates
• Reviewing and updating process documentation based on improvements or standard template changes
• Approving and publishing process documentation
• Updating knowledge articles to reflect operational practices
• Ensuring KPI and efficiency measures are in place
• Leading Process Adherence initiatives
• Leading process communities
• Chairing governance boards, developing necessary inputs and outputs
• Supporting onboarding of new entities and products to process standards

EXPERIENCE:

• Experience working with global IT Operational teams
• Experience in training delivery
• Experience in remote working environments
• Process ownership for multi-location/discipline teams
• Understanding of IT Service Management/ITIL foundations (certification preferred)
• 1-3 years of relevant experience in process design, measurement, and improvement within a global organization
• Experience presenting to Executive Management and following up
• 3+ years working with ServiceNow
• Understanding procurement processes for managing external suppliers

YOUR PROFILE AND SKILLS:

• Problem-solving skills
• Working knowledge of ITIL and Service Management, especially in areas like IT Supplier Management, Capacity Management, IT Asset Management
• Quality management skills
• Fluent English (written and spoken)
• Proficiency with MS Excel, PowerPoint, Word
• Strong analytical and problem-solving skills, numerical insight, and innovative thinking (“outside of the box”); rigor in data analysis

Nice to have:

• Expertise in ServiceNow, especially SLA definitions & application
• Knowledge of Agile methods (Scrum, Kanban, Design Thinking) and tools (Jira)
• Experience with CI methodologies like Lean or Six Sigma

Soft Skills:

• Agility and quick learning ability
• Collaborative working style
• Proactiveness and initiative-taking
• Pragmatic thinking
• Excellent communication skills, with the ability to influence and persuade