Global Process Management Lead

AXA Group; Bristol; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading insurance company in the UK is seeking a Global Process Owner to oversee Service Level and Supplier Management Processes. You will collaborate with global teams to drive knowledge sharing and improve operational excellence. The ideal candidate has experience with ServiceNow and ITIL, strong problem-solving skills, and a proactive attitude. This position offers a dynamic work environment with ample opportunities for professional growth.

Qualifications

• Experience working with global IT operational teams.
• Training delivery experience.
• Remote working environment familiarity.
• Process ownership in multi-location teams.
• 1-3 years of relevant experience.
• Understanding procurement processes for external suppliers.

Responsibilities

• Monitor the lifecycle of processes to ensure they remain fit for purpose.
• Define, implement, schedule, and continuously improve processes.
• Collaborate with stakeholders to support key outcomes.
• Ensure effective use of the standard process framework.
• Lead process adherence initiatives and communities.

Skills

Problem solving and analytical skills

Knowledge of ITIL and Service Management practices

Quality management skills

Fluent English communication skills

Proficiency in MS Office tools

Soft skills including agility

Education

ITIL foundation certification

Tools

ServiceNow

MS Office

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 oversee our Service Level and Supplier Management Processes and contribute to our ITIL knowledge. Your role involves driving a culture of knowledge sharing and continual improvement in our global service delivery.

• Monitor the lifecycle of processes to ensure they remain fit for purpose.
• Define, implement, schedule, and continuously improve processes.
• Collaborate with stakeholders, operational, and product teams to support key outcomes and foster innovation.
• Ensure effective use and understanding of the standard process framework with an "Adopt and not Adapt" mindset.
• Own the roadmap and release definitions with customers.

Key Activities

• Analyze process performance.
• Lead process design and improvement initiatives.
• Work with stakeholders to identify and implement improvements.
• Manage Silva (ServiceNow) enhancements, documentation updates, and approval processes.
• Update knowledge articles to ensure comprehensive operational practices.
• Ensure KPIs and efficiency measures are in place.
• Lead process adherence initiatives and communities.
• Chair governance boards, develop inputs and outputs.
• Support onboarding of new entities and products to process standards.

Position Mission & Main Activities

As above, responsible for overseeing key processes and fostering continual improvement in service management.

Your Profile

Experience:

• Experience working with global IT operational teams.
• Training delivery experience.
• Remote working environment familiarity.
• Process ownership in multi-location teams.
• ITIL foundation certification and 1-3 years of relevant experience.
• Experience with ServiceNow (3+ years).
• Understanding procurement processes for external suppliers.

Skills:

• Problem solving and analytical skills.
• Knowledge of ITIL and Service Management practices.
• Quality management skills.
• Fluent English communication skills.
• Proficiency in MS Office tools.
• Soft skills including agility, collaboration, proactive attitude, active listening, and effective communication.

Nice to Have:

• ServiceNow expertise, SLA understanding.
• Agile methodologies (Scrum, Kanban, UX, Jira).
• Lean or Six Sigma methodologies.

About AXA

AXA is a leading insurance company committed to diversity, inclusion, and innovation, with a global presence and a focus on protecting what matters.

About the Entity

AXA Group Operations drives technological transformation, leveraging data, sourcing, security, and investment to enhance efficiency and customer experience across 17 countries.

What We Offer

We value diversity and promote equal opportunities, fostering a respectful and inclusive work environment for all employees.