ITIL Global Process Owner Setúbal

ITIL Global Process Owner
Setúbal
Setúbal, Setubal, Portugal

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. Driving a culture of knowledge sharing and continual improvement in how we deliver for our customers globally :Monitoring the lifecycle of the process and ensuring that it is still fit for purpose and use. Responsible for the process definition, implementation, scheduling / execution, and continuous improvement. Collaborating closely with key stakeholders, operational and product teams. Supporting them in achieving key outcomes and developing a culture of innovation and improvement. Ensuring that the standard process framework is effectively used / understood in a mindset “Adopt and not Adapt”. Owning Roadmap and definition of releases with customers. KEY ACTIVITIESCarry out analysis on performance of processes
Coordinate and lead process design / improvement initiatives. Working closely with key stakeholders to identify, propose and implement improvement actions. Manage any agreed Silva (Service
Now) enhancements for the processes; from raising to delivery and any associated process documentation updates. Manage the review and adjustment of the process documentation coming from either process improvements or changes to standard templates. Manage the approval and publishing of all related process documentation
Adjust or add any knowledge articles to ensure comprehensive operational practices
Ensure KPI and efficiency measures are in place
Lead Process Adherence initiatives, Lead the Process communities
Chair any necessary Governance Boards, including development of the necessary inputs and outputs
Support project teams in the onboarding of new entities and products to the process standards. EXPERIENCE :Actively worked with global IT Operational teams
Preparation and delivery of Training
Remote working environment
Process Ownership for
- location/discipline teams
Understanding of IT Service Management/ITIL foundations level certification1-3 years of relevant working experience (process design, measurement and improvement, working with process frameworks and standards, working in a global organization)Presenting to Executive Management & subsequent follow up3+ years working within Service
Now
Understanding of Procurement processes for managing external suppliers
YOUR PROFILE and SKILLS :Problem Solving
Working knowledge of ITIL and Service Management particularly one or more of the following practices: IT Supplier Management, Capacity Management, IT Asset Management
Quality Management
Fluent English (written and spoken)MS Excel, Powerpoint, Word
Strong analytical and
- solving skills, numerical insight, ability to think of new solutions (“outside of the box”); rigor in fact base / data analysis
Coudl be a plus :Expert user of Service
Now - with an understanding on SLA definitions & application
Agile methods (scrum, Kanban, design thinking (UX) and tools (Jira)CI Methodology such as Lean or Six Sigma
Soft Skills
Agility & ability to learn
Collaborative working
High level of
- activeness and taking initiative
Active listening
Pragmatic thinking
Excellent communication skills, with the ability to influence & persuade
Strong attention to detail
Prioritization and planning skills
Stakeholder Management