ITIL Global Process Owner Lisboa

ITIL Global Process Owner
Lisboa
Lisboa, Lisboa, Portugal

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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 oversee our Service Level and Supplier Management Processes and contribute to our ITIL knowledge. You will foster a culture of knowledge sharing and continual improvement in our global service delivery:

1. Monitor the lifecycle of processes to ensure they remain fit for purpose.
2. Define, implement, schedule, and continuously improve processes.
3. Collaborate with stakeholders, operational, and product teams to achieve outcomes and promote innovation.
4. Ensure effective use and understanding of the standard process framework, adopting rather than customizing.
5. Own the roadmap and release definitions with customers.

KEY ACTIVITIES

1. Analyze process performance.
2. Lead process design and improvement initiatives.
3. Work with stakeholders to identify and implement improvements.
4. Manage enhancements in Service
   Now, including documentation updates.
5. Review and update process documentation as needed.
6. Approve and publish process documentation.
7. Update knowledge articles for operational practices.
8. Ensure KPIs and efficiency measures are in place.
9. Lead process adherence and community initiatives.
10. Chair governance boards, developing necessary inputs and outputs.
11. Support onboarding of new entities and products to process standards.

EXPERIENCE

• Experience working with global IT operational teams.
• Experience in training delivery.
• Experience in remote working environments.
• Ownership of processes across multiple locations/disciplines.
• IT Service Management/ITIL foundation certification.
• 1-3 years in process design, measurement, and improvement in a global organization.
• Experience presenting to executive management.
• 3+ years working with Service
  Now.
• Understanding procurement processes for managing external suppliers.

YOUR PROFILE AND SKILLS

• Problem solving skills.
• Knowledge of ITIL and service management practices like IT Supplier Management, Capacity Management, IT Asset Management.
• Quality management skills.
• Fluent in English (spoken and written).
• Proficiency in MS Excel, Power
  Point, Word.
• Strong analytical and
  - solving skills, with
  - driven rigor.

Plus Skills

• Expertise in Service
  Now, SLA management.
• Experience with Agile methodologies (Scrum, Kanban), UX design, Jira.
• Knowledge of CI methodologies like Lean or Six Sigma.

Soft Skills

• Agility and quick learning ability.
• Collaborative mindset.
• Proactiveness and
  - taking.
• Pragmatic thinking.
• Excellent communication and influencing skills.
• Attention to detail.
• Prioritization and planning skills.
• Stakeholder management.

Seniority Level

• Associate

Employment Type

• Full-time

Job Function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting

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