Service Delivery Lead – Americas

AXA XL Global Technology (GT) division has been going through significant transformation including simplification of applications landscape across geographies and business units, Cloud transformation and migration to strategic platforms, as well as operating model transformation to support upcoming technological and business process changes.

These include centralizing, previously regionalized support teams, setting modernized standards and processes to allow us to support the business in a responsive and flexible way, while providing a follow-the-sun methodology.

This new Regional Service Delivery Lead will manage a team of local delivery managers and be the critical link between IT services within GT and regional business operations.

What will your essential responsibilities include?

• Be the focal point, regionally, for all service delivery across the local country offices.
• Adopt robust relationship management with regional COO’s and leadership teams. Maintaining and managing successful business relationships with stakeholders in regional offices, key business managers, country managers and segment IT managers to ensure the delivery of high-quality IT services.
• Engage with colleagues regionally to understand IT service needs using mechanisms such as attending business meetings, service review meetings, service “lunch and learns”, colleague experience workshops, stakeholder meetings, feedback surveys and forums.
• Oversee the Major Incident process, ensuring a full understanding of regional business impact, helping to coordinate regional activity and managing stakeholder communications, while being a key point of service escalation.
• Contribute to the GT and regional business plans by providing input on relevant IT solutions and needs in the region, keeping colleagues abreast of IT developments, services, initiatives, and policies – explaining benefits and impacts.
• Support in the Cloud Council and IT Change process, working with the Service Design and Transition team, to provide input and advice on projects where necessary, e.g. the development and implementation of new business tools, service models and transition approaches.
• Utilize performance dashboards, scorecards & heat maps on a regional basis to understand service performance levels, identifying and owning any key areas of concern.
• Leverage global GT resources and support to achieve business goals and high level services across the region including identifying similar IT needs of different colleagues, fostering a participative work environment, enabling effective communication and providing guidance and training to less experienced individuals; manage professional IT staff or high level project resources with global, local, regional or virtual teams ensuring that appropriate levels of support are being provided across the region.
• Work effectively with other Technology teams who are part of the AXA Group e.g. AXA GO, Country GI, when required and help coordinate activities which require regional or country IT service knowledge.

• Proven ability in managing teams within a complex organization.
• A passion for providing high-quality IT services to internal customers.
• Extensive experience in an IT Service or IT Operations role.
• Excellent verbal & written communications skills.
• Knowledge of technical infrastructure in addition to an understanding of ITSM processes.
• Exceptional stakeholder management skills and a natural ability to form trusted and effective relationships with business customers and colleagues.
• Effective interpersonal skills and demonstrated ability to work and communicate with top-level executives.
• Experience managing professional staff or leading high-level project management with staff.
• Analytical and problem-solving abilities – demonstrated aptitude for problem solving and ability to determine effective solutions for customers.
• Advanced ITIL framework knowledge with ITIL Foundations certification required.
• Ability to multi-task and prioritize multiple initiatives.
• Excellent verbal & written communications skills in local language & English.
• Experience working as part of a multinational team.