Quality Management Officer Lisboa

Quality Management Officer
Lisboa
Lisboa, Lisboa, Portugal

Social network you want to login/join with:

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 main activities include global product delivery, portfolio management, operations management, and proximity management.

THE DEPARTMENT and TEAM :

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

Our department manages daily IT service delivery for AXA globally, partnering with Group Operations (GO) Global Products Departments, AXA Entities, and external suppliers, following the GO IT Operations Framework, contracts, and SLAs.

Our main mission includes:

• Managing Qo
  S and continuous service improvements for all AXA entities and products.
• Supporting the Market by operationally fronting the Entity to ensure Qo
  S and providing a centralized view of global services.
• Operating standardized, global platforms and transversal services, leveraging automation and
  - service capabilities.
• Monitoring AXA GO applications and infrastructure to identify or anticipate issues impacting operations.
• Managing IT operations processes, including incident resolution, change management, and Asset & Configuration Management.
• Facilitating Operational Resilience Services to ensure Business Continuity during Disasters or Crises.
• Leading standards definition, implementation, and governance of IT Operations, including vendor adherence.
• Delivering and operating AXA’s Data Centers.

JOB PURPOSE :

As an IT Quality (of Service) Management Officer, your goal is to drive continuous improvement topics with product teams and stakeholders, based on data analysis from Qo
S dashboards and Service
Now, to identify improvement levers.

You will also provide deep data dives on demand from GO management. The overall purpose is to maintain a holistic view of IT Qo
S, independently identify levers, and drive optimization actions in collaboration with product teams, to improve AXA Group Operations’ Qo
S and meet SLAs and KPIs.

YOUR MAIN MISSIONS :

1- IT Quality of Service (Qo
S) Oversight:

• Oversee and manage Qo
  S across IT products/services.
• Ensure compliance with SLAs and targets.
• Analyze Qo
  S metrics for improvement opportunities.

2- Data analysis and actions deduction:

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

3- Implement continual improvement actions:

• Use data from dashboards and Service
  Now to identify improvement levers.
• Drive initiatives with stakeholders like products, markets, and GSO.
• Collaborate with process owners and teams to implement best practices.

4- Support GO Ambition:

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

5 - Stakeholder Communication:

• Communicate effectively across organizational levels, including C-Level presentations.
• Provide updates on Qo
  S and improvement initiatives.
• Gather feedback and align operational priorities.

THE DIVISION :

GTO designs, develops, and operates Global AXA IT products, delivering quality and
- effective services aligned with business priorities, with activities in product delivery, portfolio management, operations, and proximity management.

THE DEPARTMENT and TEAM :

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

Our department manages global IT service delivery, partnering with external vendors and AXA entities, following established frameworks and SLAs.

Our main mission includes managing Qo
S, supporting operational excellence, operating global platforms, monitoring performance, managing IT processes, ensuring operational resilience, defining standards, and operating Data Centers.

JOB PURPOSE :

Drive continuous improvement in Qo
S by analyzing data, collaborating with product teams, and implementing optimization actions to meet SLAs and KPIs.

YOUR MAIN MISSIONS :

• Oversee and manage Qo
  S across IT services.
• Ensure SLA compliance and analyze metrics.
• Identify trends and provide insights.
• Lead improvement initiatives with stakeholders.
• Align actions with strategic goals and ensure successful implementation.
• Communicate effectively with stakeholders, including C-Level management.

Your Profile

We seek candidates with:

• Experience in IT operations, service management, or related fields, with leadership ability and global, multicultural experience.
• Basic ITIL knowledge.
• Experience in large, regional, or global IT organizations.
• English proficiency.

Technical skills :

• Strong technical and operational background.
• Data analysis skills, including SLAs and KPIs.
• Root cause analysis expertise.
• Proficiency in Power
  Point, Power BI, and Service
  Now is a plus.

Soft skills :

• Leadership, motivation, and communication skills.
• Change management experience.
• Pragmatic, proactive, resilient, and
  - motivated.
• Analytical,
  - solving, and relationship management skills.
• Customer-centric, collaborative,
  - oriented attitude.

About AXA :

AXA is a global insurance leader committed to diversity, inclusion, and societal contribution, offering opportunities for growth and impact.

About the Entity :

AXA Group Operations drives digital transformation, leveraging technology, data, and global teams across 17 countries to enhance customer experience, efficiency, and partnership strength.

What We Offer :

We value diversity and inclusion, fostering a respectful environment that promotes growth, innovation, and equal opportunity for all employees.