The IT Service Manager is a member of the Global Service Management team within Global Technology (GT) and acts as the GT representative for AXA XL regional business colleagues using an understanding of business processes and objectives to ensure effective delivery of IT solutions - from planning and delivery to coordinating ongoing service and support.
What youll be DOING
What will your essential responsibilities include?
- Develop, maintain and manage successful business relationships with stakeholders in regional offices, key business managers, country managers and segment IT managers to ensure the delivery of high-quality IT services
- Engage with colleagues regionally to understand IT service needs using mechanisms such as attending business meetings, service review meetings, service lunch and learns, colleague experience workshops, stakeholder meetings, feedback surveys and forums
- Participate in Major Incident process, including attending calls, providing business impact, helping to coordinate regional activity, and managing colleague communications
- Utilize performance dashboards, scorecards & heat maps on a regional basis to understand service performance levels
- Support in the IT Change process, working with the Service Design and Transition team, to provide input and advice on projects where necessary, e.g., the development and implementation of new business tools, service models, transition approach, communications, training, printed materials
- Participate in the on-call weekly rotation (approximately 4-5weeks per year), which consists of representing Service Management at Change Advisory Board meetings and providing out-of-hours coverage for Major Incidents impacting business operations
- Identify issues, trends and service improvement opportunities and manage via Continual Service Improvement
- Keep Service Management Leads updated with appropriate business segment service activities
- Contribute to the GT and regional business plans by providing input on relevant IT solutions and needs in the region, keeping colleagues abreast of IT developments, services, initiatives, and policies - explaining benefits and impacts
- Leverage global GT resources and support to achieve business goals and high level services across the region including identifying similar IT needs of different colleagues, fostering a participative work environment, enabling effective communication, and providing guidance and training to less experienced individuals; manage professional IT staff or high level project resources with global, local, regional or virtual teams ensuring that appropriate levels of support are being provided across the region
- Maintain knowledge of current IT platforms, regional and global IT system initiatives, available solutions, policy and process, and industry conditions
- Work effectively with other Technology teams who are part of the Axa Group e.g. Axa GO, Country GI, when required and help coordinate activities which require infrastructure & operational knowledge e.g. local networking equipment, comms room access/supervision, Incident Management, patching, power downs, office moves
- Assume additional related responsibilities as required
You will report to Regional Service Management Lead.
What you will BRING
Were looking for someone who has these abilities and skills:
Required Skills and Abilities:
- A passion for providing high-quality IT services to internal customers
- Relevant years of experience in an IT Service or IT Operations role
- Excellent verbal & written communications skills
- Knowledge of technical infrastructure in addition to an understanding of basic IT development processes
- Effective interpersonal skills and demonstrated ability to work and communicate with top-level executives
- Ability to establish and maintain effective relationships with IT, business customers and colleagues
- Experience managing professional staff or leading high-level project management with staff
- Analytical and problem-solving abilities - demonstrated aptitude for problem solving and ability to determine effective solutions for customers
Desired Skills and Abilities:
- Advanced ITIL framework knowledge with ITIL Foundations certification required
- Ability to multi-task and prioritize multiple initiatives
- Excellent verbal & written communications skills in local language & English
- Experience working as part of a multinational team
- Conduct Service Reviews with key stakeholders
- Excellent Microsoft Skills
- Ability to navigate through IT organizations to accomplish desired results
