Position Title: Network Services Delivery ManagerJob Description: AXA CONTEXTAs an in-house provider, AXA GO Group Technology Operations is responsible for:- Providing and managing a high-performance workplace for all AXA employees- Delivering application services to Chief Information Officers (CIOs) and their IT teams to support AXA’s business- Managing the IT foundation of all our partners, with the delivery of global infrastructure services- Serving as the first line of defense in IT, security, and risk management- Contributing to positioning IT within the AXA Group as a key player in reducing our carbon footprintAXA NETWORK PRODUCTSAXA GO Network Products is responsible for delivering network services to all AXA employees and end customers worldwide, with a target of providing 24/7 support hours from various locations, leveraging local expertise.This position will report directly to the Executive Manager of Operational Excellence.Main Mission:This position will be responsible for ensuring the quality of service delivery for Network services provided to the AXA entities, including those services that are provided by third parties.Key Responsibilities:- Managing all aspects of quality of service (QoS) and service ownership for Network services- Defining and documenting operating models for Network services- Ensuring operational readiness for Network services- Ensuring incident, problem, and change (IPC) processes are implemented correctly- Ensuring Network Services availability and performance targets are met- Managing and governing third-party vendors and suppliers- Delivering service reporting for Network Services- Working with AXA markets and entities to deliver new services- Developing, enhancing, and transforming or changing existing services- Developing and managing service improvement plans- Ensuring the services delivered meet global standards- Building and maintaining strong business relationships at a strategic level with customers- Providing escalation support for incidents- Liaising with GSC Services Managers- Delivering global governance of services in scopeJob Dimensions:- Full-time position requiring normal business hours. In exceptional circumstances, may require some non-business hours in the event of emergencies and/or executive management escalation- Peer locations include all global AXA sites; some business travel could be expectedQualificationsRequired Skills:- Excellent written, oral communication, and interpersonal skills- Experience with Network Service ownership in a large corporate environment (preferably with ITIL)- Experience managing competing priorities and ability to work in a team or independently- Strong customer focus- Ability to communicate at all levels- Experienced with Network Incident and problem management- Experience in change management, communication activities, and mediation- Experience and understanding in the management and rollout of process and organization change- Experience in developing new Network services at Service Management level- Experience in driving Service Improvement Plans / QoS initiatives- Ability to manage service budgets and drive cost efficiencies- Strong experience of managing supplier and service provider relationships- Proven analytical, evaluative, and problem-solving abilities- Ability to effectively prioritize and execute tasks in a high-pressure environment- Showing an individual flair, having a component of imagination and original thinking- Self-motivated and confident in own thinking and decisions- Proven track record of working globally in a large organization- High adaptability and flexibilityLanguage Skills:- Strong proficiency in the English language for verbal and written communications is mandatory (level 3/extensive)
