The division :
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 and aligned with business-driven priorities. Its missions can be summarized in four main activities: global product delivery, global product portfolio management, day-to-day operations management, and entities proximity management.
The department / team :
You will join the Distributed & Mainframe Global Products department, which delivers final Products for the AXA’s entities (e.g POD, Z and ISeries, DC) and transversal components or intermediate products to other Products departments (e.g Cloud, Workplace...) with right quality of services.
We are relying on more than 220 people to handle product development in an agile way of working while taking care of major transformation program, as One DataCenter (aiming to define and implement the Datacenter strategic plan jointly with the AXA Entities) or ATLAS program (a strategic program mixing Cloud solutions, Core IT optimization, infrastructure modernization and technical services rationalization).
Our main missions :
* Be a cornerstone of the Cloud Strategy and accompany the Cloud Transformation having a specific role on the design and delivery of the new Infrastructure hosting platform, within our Datacenters (SDDC-POD), while supporting the migration to target platforms.
* Protect Core-It QoS over the next years by selective refresh while continuing to decommission related infrastructure.
* Migrate Technical Services to the new Cloud Target.
* Enhance our Ecosystem toolset introducing AIOps where it makes sense (e.g Request with Bots, Monitoring with Machine Learning).
* Define One Data Center strategy to rationalize our DC footprint and define related right Target Operating Model.
* Continue our department transformation into a global product driven organization.
Job purpose and Main missions :
As a Global Service Owner for distributed managed OS, your main objective is to protect all Service oriented non-technical processes for end to end IT Product Management.
Your responsibilities include :
* Manage all non-technical service oriented processes being part within a formal ITIL Enterprise Foundation framework (ITSM).
* Focus on QoS, Process Evolution, Design and operations for distributed managed OS Product Teams.
* Act as Governance, escalation and coordinating Instance to reduce MTTR, MTTA, MTTF, MTBF scenarios.
* Manage operational support service provider partners to ensure high level of quality and high class service alignment.
* Oversee all kind of relevant KPIs, SLAs, OLAs for the Product Team and establish a pro-active communication and sharing environment to further optimize and support new upcoming trends like AI-Ops, shift left activities, pro-active Incident avoidance and automation capabilities for operational business.
We are looking for someone with the following experience and skills:
* Senior and Advanced experience in managing ITIL / Prosci related Enterprise Environments (like for example ADKAR within the Change Management area).
* Good understanding about state of the art Enterprise IT environments especially within the area of Managed OS and managed Databases (distributed Server Environment (Linux, Windows, Oracle, SQL)).
* Good Knowledge about actual but also legacy Operating Systems and Databases.
* Deep level understanding about QoS frameworks and how to manage and optimize QoS concepts.
* ITIL V3 / V4 Service delivery process advanced knowledge is a mandatory requirement.
* Specific experience in IT Service base ITSM Process structure like IPC (Incident, Problem, Change).
* A big interest in future oriented Cloud Solutions and Platforms like Amazon AWS and Microsoft Azure or Private Datacenter hosted technologies.
* Leadership and organizational skills with the ability to provide service oriented guidance and mentoring to surrounding key players.
* Autonomous, teamwork spirit and self-organized working, respectful of the process.
* Some interest in future oriented AI-Ops solutions to optimize operational support and business line.
* Be open minded, strong in communications and stakeholder management.
* Love to work in multicultural environments distributed all over the world.
* Upper Intermediate level of written and spoken English is mandatory.
* Customer centric and result oriented.
* Influencing skills and ability to analyse processes and trends to highlight weaknesses to drive results from processes and individuals.
* Base understanding and or advanced experience within Power-BI development.
* Executive level communication and presentations including ability to deal with sensitive client issues.
* Strong team building attitude and behaviour (manage relationships).
* Act fully autonomous and pro-active in driving complex situation and scenarios.
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