ITIL Global Process Owner

AXA Group Operations; Bristol; On-site; GBP 50,000 - 70,000; Full time

Job summary

AXA Group Operations is seeking an ITIL Global Process Owner to manage service delivery and process improvement. The role involves overseeing service level and supplier management processes, fostering collaboration, and ensuring adherence to IT operations standards. Candidates should have ITIL certification and experience in global IT operations, with strong problem-solving and communication skills.

Qualifications

• 1-3 years in process design, measurement, and improvement.
• Experience with global IT operations teams.
• Experience working remotely.

Responsibilities

• Analyze process performance and lead improvement initiatives.
• Manage process documentation and updates.
• Ensure KPI and efficiency measures are in place.

Skills

Problem-solving

Analytical skills

Quality management

Communication

Stakeholder management

Education

ITIL foundation certification

Tools

ServiceNow

MS Office

Job description

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About AXA

As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity are core to our values, fostering a culture of respect for each other, our customers, and communities. Join AXA to belong, be included, and thrive. Shape your work, grow your potential, explore new opportunities, push boundaries, and make a difference in critical moments of people's lives. This is your chance to build the future you envision.

Job Description

AXA Group Operations is transforming into a sustainable, tech-led organization. We drive this change through technology and innovation, delivering global insurance solutions efficiently and with high quality. Our presence spans 17 countries, leveraging technology, data, sourcing, security, and investments to achieve scale and synergies.

Where You Will Be in the Organization

The division: Group Technology Operations (GTO) designs, develops, and operates AXA’s global IT products, ensuring quality, cost-efficiency, and alignment with business priorities.

The department / team: You will join the Global Service Operations (GSO) within GTO, managing day-to-day IT service delivery globally, partnering with Group Operations, Global Products, AXA Entities, and external suppliers, adhering to SLAs and OLAs.

Main Missions

• Manage Quality of Service (QoS) and continuous improvement across AXA entities and products.
• Support operational excellence and service delivery, providing a centralized view of global services.
• Operate standardized, global platforms and services, leveraging automation and self-service tools.
• Monitor performance and identify issues impacting operations.
• Manage incident resolution, change management, and asset/configuration management.
• Facilitate operational resilience and business continuity in crises.
• Define, implement, and govern IT operations standards, including vendor adherence.
• Deliver and operate AXA’s data centers.

About The Job

As a Global Process Owner, you will oversee Service Level and Supplier Management processes, fostering a culture of knowledge sharing and continuous improvement. Your responsibilities include:

• Monitoring process lifecycle and relevance.
• Defining, implementing, scheduling, and improving processes.
• Collaborating with stakeholders and teams to achieve outcomes and promote innovation.
• Ensuring effective use of standard process frameworks.
• Owning the process roadmap and release planning.

Main Responsibilities

• Analyze process performance.
• Lead process design and improvement initiatives.
• Propose and implement enhancements with stakeholders.
• Manage process documentation and updates.
• Ensure KPI and efficiency measures are in place.
• Lead process adherence and governance activities.
• Support onboarding of new entities and products.

About You

Experience:

• Experience with global IT operations teams.
• Training delivery experience.
• Experience working remotely.
• Process ownership in multi-location teams.
• ITIL foundation certification.
• 1-3 years in process design, measurement, and improvement.
• 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 proficiency.
• Proficiency in MS Office tools.
• Strong communication and stakeholder management skills.

Preferred Skills

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

Soft Skills

• Agility and quick learning.
• Collaborative mindset.
• Proactiveness and initiative.
• Active listening and pragmatic thinking.
• Excellent communication, influencing, and persuasion skills.
• Attention to detail, prioritization, and planning.
• Stakeholder management.

What We Offer

We value diversity and promote an inclusive environment where all employees are treated with dignity and respect. Join us to be part of a global team committed to growth, innovation, and making a difference.