Global Process Management Lead

AXA; Bristol; On-site; GBP 40,000 - 70,000; 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 position offers a dynamic environment where your problem-solving skills and analytical mindset will make a significant impact. Join a forward-thinking company committed to operational excellence and deliver value to global customers.

Qualifications

• 1-3 years in process design and improvement within a global organization.
• Experience with global IT Operational teams and remote work.

Responsibilities

• Monitor process lifecycle and ensure its effectiveness.
• Lead process design and improvement initiatives.

Skills

Problem-solving skills

Knowledge of ITIL

Quality management skills

Strong analytical skills

Communication and influencing skills

Adaptability

Education

ITIL foundation certification

Tools

ServiceNow

MS Excel

PowerPoint

Word

Jira

Job description

POSITION MISSION & MAIN ACTIVITIES

AXA GO aims to enhance operational excellence and simplify operations. As a Global Process Owner (GPO), you will oversee Service Level and Supplier Management Processes and contribute to our ITIL knowledge. Your role involves fostering a culture of knowledge sharing and continuous improvement to better serve our global customers:

• Monitor the process lifecycle to ensure it remains fit for purpose.
• Define, implement, schedule, execute, and continuously improve processes.
• Collaborate with stakeholders, operational, and product teams to achieve key outcomes and promote innovation.
• Ensure effective use and understanding of the standard process framework, emphasizing "Adopt and not Adapt".
• 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, including documentation updates.
• Review and update process documentation following improvements or template changes.
• Approve and publish process documentation.
• Update knowledge articles to reflect operational practices.
• Implement KPI and efficiency measures.
• Lead Process Adherence initiatives and community engagements.
• Chair Governance Boards, developing necessary inputs and outputs.
• Support onboarding of new entities and products to process standards.

EXPERIENCE

• Experience with global IT Operational teams.
• Training preparation and delivery.
• Experience working remotely.
• Process ownership across multi-location/discipline teams.
• IT Service Management/ITIL foundation certification.
• 1-3 years in process design, measurement, and improvement within a global organization.
• Experience presenting to and following up with Executive Management.
• 3+ years working with ServiceNow.
• Understanding procurement processes for managing external suppliers.

YOUR PROFILE AND SKILLS

• Problem-solving skills.
• Knowledge of ITIL and Service Management practices such as IT Supplier Management, Capacity Management, IT Asset Management.
• Quality management skills.
• Fluent in English (written and spoken).
• Proficiency in MS Excel, PowerPoint, Word.
• Strong analytical skills, data-driven mindset, and creative problem-solving abilities.

Additional Skills (Plus)

• Expertise in ServiceNow, including SLA definitions and applications.
• Familiarity with Agile methodologies (Scrum, Kanban, Design Thinking) and tools like Jira.
• Knowledge of CI methodologies such as Lean or Six Sigma.

Soft Skills

• Adaptability and eagerness to learn.
• Collaborative working style.
• Proactiveness and initiative-taking.
• Active listening skills.
• Pragmatic thinking.
• Excellent communication and influencing skills.
• Attention to detail.
• Prioritization and planning capabilities.
• Stakeholder management skills.