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Service Management Officer
AXA Group OperationsPuchong, Selangor, Malaysia1 day ago
Job descriptionActs as a primary point of contact for structural GTO Quality of Service and general operational matters. Manages potential escalations and connects with the AXA GO organization (products, processes, GSC…) where relevant Ensures the AXA GO executive management and / or entity(ies) executive management are kept informed during escalations. Runs and / or participates in required operational alignment meetings (e.g., opco weekly ops, GO market meeting). Provides input to and represents Country QoS in AXA GO QoS boards (Weekly QoS, Monthly Forum). Supports communications with entity(ies) regarding the impact and resolution of Major Incidents, Problems and SIPs (in coordination with MIM teams). Monitors the performance and quality of products delivered by all product teams by reviewing monthly SLA and QoS reports as agreed in the contract. Determines and follows up on necessary SIPs if AXA GO services do not meet entity expectations or agreed Service Levels, with relevant product teams and AXA GO Problem Management. Coordinates GO PDL / MOU and ensures figures are agreed with local entities and reflected on the QoS dashboard. Ensures proper capacity and availability management reporting is available for the entities as agreed with Capacity Management. Prepares and presents necessary monthly service level reporting for entity QoS governance meetings. Leaders in Products, Markets and GSC Product Teams / Operations Team Incident & Problem Senior Managers Frequent discussions at Exec level Not Applicable Full-time Management and Manufacturing Industries : IT Services and IT Consulting
Job title
Service Management Officer
Overview
AXA Group Operations seeks a dynamic and experienced Service Management Officer to join our team and drive operational excellence and ensure the highest standards of service delivery for AXA entities.
Where you will be in the organization
The division : Group Technology Operations (GTO) designs, develops, and operates Global AXA IT products, delivering them to AXA Entities and the AXA Group, at the right level of quality of service and cost, aligned with business-driven priorities. The department / team : Global Service Operations manages day-to-day IT service delivery on a global scale in partnership with GO Global Products Departments, AXA Entities and external suppliers, in accordance with GO IT Operations Framework, contract requirements, SLAs and OLAs.
Main missions / Responsibilities
- Provide a single point of visibility and an increasing operational maturity to control end-to-end service delivery of all global services provided by Products
- Coordinate service delivery, integration and inter-operability across multiple products for the AXA entities
- Govern operational performance and service improvement of all global services and standardize and automate operational processes (e.g., IPC, Asset & configuration Management, License and PUAM Management)
- Operate 7x24 and ensure Quality of Service (QoS) supporting AXA business and customer expectations for global services (e.g., Mainframe, PIaaS, Digital Applications and related 3rd parties)
- Lead the One QoS Program
Your Responsibilities Include
Scope of activities
QoS reporting and governance, SIPs, monthly service level reporting; contributes and supports in MIM resolution.
Interactions
Expected Skills & Experience
Experience in Service Management; Experience and knowledge of IT Operations; Have worked within a Global organization.
What We Offer
AXA offers equal opportunities in all aspects of employment and promotes Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect.
Seniority level
Employment type
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Service Management • Puchong, Selangor, Malaysia
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