Global Process Management Lead

TN United Kingdom; Bristol; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Global Process Owner to enhance operational excellence and streamline processes. In this pivotal role, you will oversee Service Level and Supplier Management Processes while fostering a culture of continuous improvement. Your expertise in ITIL and ServiceNow will be crucial as you collaborate with global teams to drive innovation and efficiency. This is a fantastic opportunity to make a significant impact in a dynamic environment, where your contributions will shape the future of service delivery. Join us to unlock your potential and drive meaningful change.

Qualifications

• 3+ years of experience with ServiceNow and ITIL foundations.
• Experience in process ownership and improvement in global organizations.

Responsibilities

• Monitor and improve processes to ensure operational excellence.
• Collaborate with teams to support outcomes and promote innovation.

Skills

Problem solving

Analytical skills

ITIL practices

Communication skills

MS Office tools

Agile methodologies

Lean or Six Sigma

Tools

ServiceNow

Job description

Position Overview

One of AXA GO’s strategic priorities is to improve operational excellence and simplify our operations. As a Global Process Owner (GPO), you will oversee our Service Level and Supplier Management Processes and contribute to our ITIL knowledge. Your role involves fostering a culture of knowledge sharing and continuous improvement in our global service delivery.

Key Responsibilities

1. Monitor the lifecycle of processes to ensure they remain fit for purpose.
2. Define, implement, schedule, execute, and continuously improve processes.
3. Collaborate with stakeholders, operational, and product teams to support key outcomes and promote innovation.
4. Ensure effective use and understanding of the standard process framework with an “Adopt and not Adapt” mindset.
5. Own the roadmap and define releases in collaboration with customers.

Additional Activities

• Analyze process performance.
• Lead process design and improvement initiatives.
• Work with stakeholders to identify and implement improvements.
• Manage Silva (ServiceNow) enhancements and related documentation.
• Review and update process documentation as needed.
• Oversee approval and publication of process documents.
• Update knowledge articles for operational practices.
• Ensure KPIs and efficiency measures are in place.
• Lead Process Adherence initiatives and community engagement.
• Chair Governance Boards and develop necessary inputs/outputs.
• Support onboarding of new entities and products to process standards.

Profile & Experience

Experience:

• Experience working with global IT operational teams.
• Experience in process ownership, design, and improvement within a global organization.
• Proficiency with ServiceNow (3+ years).
• Understanding of IT Service Management and ITIL foundations.
• Experience with procurement processes for managing external suppliers.

Skills:

• Problem solving and analytical skills.
• Knowledge of ITIL practices such as Supplier Management, Capacity Management, Asset Management.
• Fluent in English, with excellent communication skills.
• Proficiency in MS Office tools.
• Optional but advantageous: ServiceNow expertise, Agile methodologies, Lean or Six Sigma.

Soft Skills

• Agility, proactive attitude, active listening.
• Collaborative mindset, influence, and persuasion skills.
• Attention to detail, prioritization, stakeholder management.

About AXA

AXA is a global leader in insurance, committed to diversity, inclusion, and human progress. Join us to grow your potential and make a difference.