Quality Management Officer Lisboa

Quality Management Officer
Lisboa
Lisboa, Lisboa, Portugal

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Group Technology Operations (GTO) aims at designing, developing, and operating 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
- driven priorities. Its missions can be summarized in four main activities: global product delivery, global product portfolio management,
-
- day operations management, and entities proximity management.

THE DEPARTMENT and TEAM :

You will join the Global Process Operations unit within the Global Service Operations department, which is part of the GTO division.

Our department manages
-
- day IT service delivery for AXA globally, in partnership with Group Operations (GO) Global Products Departments, AXA Entities, and external suppliers, following the GO IT Operations Framework, contract requirements, and SLAs.

Our GSO main missions include:

• Managing Qo
  S and continuous service improvements across all AXA entities and products.
• Supporting the market by ensuring operational Qo
  S and providing a centralized view of global services.
• Operating standardized, global platforms and transversal services, leveraging automation and
  - service capabilities.
• Monitoring application and infrastructure performance to identify issues or anomalies.
• Managing IT operations processes, including incident resolution, change management, and Asset & Configuration Management.
• Facilitating operational resilience to ensure business continuity in crises.
• Defining, implementing, and governing IT operations standards, including vendor adherence.
• Delivering and operating AXA’s datacenters.

JOB PURPOSE :

The IT Quality (of Service) Management Officer drives continual improvement topics with product teams and stakeholders, based on data analysis from dashboards and Service
Now, to identify and implement improvement actions.

You will also conduct deep data dives as requested by GO management. The goal is to have a holistic view of IT Qo
S, independently identify levers, and
- create optimization actions to meet SLAs and KPIs.

YOUR MAIN MISSIONS :

1- IT Qo
S Oversight:

• Oversee and manage Qo
  S across IT products/services.
• Ensure compliance with SLAs and quality targets.
• Analyze Qo
  S metrics to find improvement areas.

2- Data Analysis and Action Deduction:

• Identify trends and patterns through detailed data analysis.
• Provide insights and reports to management.
• Review Qo
  S data quality in tools like Service
  Now.

3- Implement Continual Improvements:

• Use data from dashboards and Service
  Now to identify improvement levers.
• Drive initiatives with stakeholders like product teams and GSO.
• Collaborate on best practices and process improvements.

4- Support GO Ambition:

• Align and prioritize improvement actions with strategic goals.
• Collaborate for successful implementation.
• Help achieve GO targets.

5- Stakeholder Communication:

• Communicate effectively across organization levels.
• Update on Qo
  S performance and initiatives.
• Gather feedback and operational priorities.

PROFILE :

We seek someone with:

Experience:

• Proven experience in IT operations, service management, or related leadership roles, capable of driving impactful topics and optimizing processes globally.
• Basic ITIL knowledge is a plus.
• Experience in large, multinational hybrid IT environments.
• English proficiency.

Technical Skills:

• Strong technical background with adaptability.
• Ability to analyze operational data, SLAs, KPIs, and perform root cause analysis.
• Proficiency in presenting analysis results, including visualization skills (Power
  Point).
• Experience with Service
  Now and Power BI is advantageous.

Soft Skills:

• Inspire, motivate, and communicate clearly.
• Change management skills preferred.
• Pragmatic, resilient, proactive, and
  - motivated.
• Excellent relationship management, listening, and
  - solving skills.
• Team-oriented,
  - centric,
  - focused.

About AXA :

AXA is a global leader in insurance, committed to human progress through protection. With 153, 000 employees across 54 countries serving 105 million customers, we foster a culture of inclusion, diversity, and growth. Join us to shape your future and ours.

About the Entity :

AXA is transforming into a sustainable,
- led company. We drive innovation and efficiency across 17 countries, leveraging technology, data, and global sourcing to enhance customer experience, manage risks, and build
- performing teams.

We promote diversity and equal opportunities, valuing all employees and fostering an inclusive environment.