ITIL Global Process Owner

ZipRecruiter; Bristol; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Global Process Owner to oversee Service Level and Supplier Management processes. The role involves driving knowledge sharing, process improvement, and collaboration with stakeholders. Candidates should have experience in IT operations and process design, with a strong understanding of ITIL.

Qualifications

• 1-3 years of relevant experience in process design, measurement, and improvement.
• Experience working with global IT Operational teams.

Responsibilities

• Monitor the lifecycle of processes to ensure they remain fit for purpose.
• Define, implement, schedule, execute, and continuously improve processes.

Skills

Problem Solving

Analytical Skills

Communication

Agility

Collaboration

Education

ITIL Certification

Tools

ServiceNow

MS Excel

PowerPoint

Word

Jira

Job description

Job Description

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. You will drive 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 and use.
• Define, implement, schedule, execute, and continuously improve processes.
• Collaborate with key stakeholders, operational, and product teams to achieve outcomes and foster innovation and improvement.
• Promote effective use and understanding of the standard process framework with an “Adopt and not Adapt” mindset.
• Own the roadmap and define releases in coordination with customers.

KEY ACTIVITIES

• Analyze process performance.
• Lead process design and improvement initiatives.
• Work with stakeholders to identify, propose, and implement improvements.
• Manage Silva (ServiceNow) enhancements from initiation to delivery, including documentation updates.
• Review and update process documentation following improvements or standard template changes.
• Oversee approval and publishing of process documents.
• Update knowledge articles to reflect operational practices.
• Ensure KPIs and efficiency metrics are in place.
• Lead process adherence initiatives and community engagement.
• Chair governance boards, developing necessary inputs and outputs.
• Support onboarding of new entities and products to process standards.

EXPERIENCE

• Experience working with global IT Operational teams.
• Experience in training delivery.
• Ability to work remotely.
• Process ownership across multiple locations and disciplines.
• Understanding of IT Service Management and ITIL foundations (certification preferred).
• 1-3 years of relevant experience in process design, measurement, and improvement within a global organization.
• Experience presenting to executive management and following up.
• 3+ years working with ServiceNow.
• Understanding procurement processes for managing external suppliers.

YOUR PROFILE AND SKILLS

• Strong problem-solving skills.
• Working knowledge of ITIL and Service Management, including practices like IT Supplier Management, Capacity Management, and IT Asset Management.
• Quality management skills.
• Fluent in English (written and spoken).
• Proficiency in MS Excel, PowerPoint, Word.
• Strong analytical skills, numerical insight, and ability to think creatively (“outside of the box”).

Candidates with additional skills are a plus:

• Expertise in ServiceNow, especially SLA definitions and applications.
• Knowledge of Agile methodologies (Scrum, Kanban, UX design) and tools like Jira.
• Experience with CI methodologies such as Lean or Six Sigma.

Soft Skills

• Agility and quick learner.
• Collaborative mindset.
• Proactiveness and initiative-taking.
• Active listening skills.
• Pragmatic thinking.
• Excellent communication, influencing, and persuasion skills.
• Attention to detail.
• Prioritization and planning abilities.
• Stakeholder management skills.