ITIL Global Process Owner Lisboa

Overview

AXA GO’s strategic priority is to improve operational excellence and simplify operations. As a Global Process Owner (GPO) you will oversee our Service Level and Supplier Management Processes and contribute to our ITIL knowledge. You will drive knowledge sharing and continual improvement in how we deliver for customers globally.

Responsibilities

• 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.
• Carry 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 certification
• 1-3 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 up
• 3+ 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

Nice to have

• 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
• Pragmatic thinking
• Excellent communication skills, with the ability to influence & persuade
• Strong 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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