Global Process Management Lead

POSITION MISSION & MAIN ACTIVITIES

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. Driving a culture of knowledge sharing and continual improvement in how we deliver for our customers globally:

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

KEY ACTIVITIES

• Carry out analysis on performance of processes.
• Coordinate and lead process design / improvement initiatives.
• Working closely with key stakeholders to identify, propose and implement improvement actions.
• Manage any agreed Silva (ServiceNow) enhancements for the processes; from raising to delivery and any associated process documentation updates.
• Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates.
• Manage the approval and publishing of all related process documentation.
• Adjust or add any knowledge articles to ensure comprehensive operational practices.
• Ensure KPI and efficiency measures are in place.
• Lead Process Adherence initiatives.
• Lead the Process communities.
• Chair any necessary Governance Boards, including development of the necessary inputs and outputs.
• Support project teams in the onboarding of new entities and products to the process standards.

EXPERIENCE :

• Actively worked with global IT Operational teams.
• Preparation and delivery of Training.
• Remote working environment.
• Process Ownership for multi-location/discipline teams.
• Understanding of IT Service Management/ITIL foundations level certification.
• 1-3 years of relevant working experience (process design, measurement and improvement, working with process frameworks and standards, working in a global organization).
• Presenting to Executive Management & subsequent follow up.
• 3+ years working within ServiceNow.
• Understanding of Procurement processes for managing external suppliers.

YOUR PROFILE and SKILLS :

• Problem Solving.
• Working knowledge of ITIL and Service Management particularly one or more of the following practices: IT Supplier Management, Capacity Management, IT Asset Management.
• Quality Management.
• Fluent English (written and spoken).
• MS Excel, Powerpoint, Word.
• Strong analytical and problem-solving skills, numerical insight, ability to think of new solutions (“outside of the box”); rigor in fact base / data analysis.

Could be a plus :

• Expert user of ServiceNow - with an understanding on SLA definitions & application.
• Agile methods (scrum, Kanban, design thinking (UX) and tools (Jira)).
• CI Methodology such as Lean or Six Sigma.

Soft Skills

• Agility & ability to learn.
• Collaborative working.
• High level of pro-activeness and taking initiative.
• Active listening.
• Pragmatic thinking.
• Excellent communication skills, with the ability to influence & persuade.
• Strong attention to detail.
• Prioritization and planning skills.
• Stakeholder Management.