About the job
Job purpose
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 technical and architectural oriented platforms and processes being part within a formal ITIL Enterprise Foundation framework ( ITSM ) and Global Enterprise Product ( Windows Server )
* Focus on QoS, Product Evolution, Design and Automation ( including AI technologies ) for distributed managed OS Product Teams ( Windows Server )
* Act as Governance, escalation and coordinating Instance to reduce MTTR, MTTA, MTTF, MTBF scenarios within the Product ( increase Product efficiency and outlook )
* Oversee all kind of relevant KPIs, SLAs, OLAs for the Product Team and establish a pro-active communication and sharing enviornment to further optimize and support new upcoming trends like AI-Ops, shift left activities, pro-active Incident avoidance and automation capabilities for operational business
* Manage your Global Build – Engineering Squad offering Windows Server solutions to the Global AXA Group
* Drive Global team transformation and team enhancement cross all the timezones
* Be the trusted advisor instance in the Product to troubleshoot, support and assist on Windows Server functionality and evolution.
Expected skills & experience
We are looking for someone with the following experience and skills:
Experience
* Senior and advanced experience in managing ITIL / Prosci related enterprise environments (e.g., ADKAR within change management)
* Good understanding of state-of-the-art enterprise IT environments, especially Managed OS and Managed Databases (distributed server environments including Linux, Windows, Oracle, SQL)
* Good knowledge of current and legacy Operating Systems and Databases
* Deep understanding of QoS frameworks and how to manage and optimize QoS concepts
* Advanced knowledge of ITIL V3 / V4 service delivery processes
* Specific experience with ITSM processes such as Incident, Problem, and Change (IPC)
* Interest in future-oriented cloud solutions and platforms like Amazon AWS, Microsoft Azure, or private data center technologies
* Base or advanced experience in Power BI development
Technical skills
* Management of enterprise environments following ITIL / Prosci frameworks
* Expertise in ITSM processes (Incident, Problem, Change)
* Knowledge of enterprise IT infrastructure (Operating Systems, Databases, Cloud Platforms)
* Power BI development skills
* Understanding and application of QoS frameworks and optimization techniques
* Executive-level communication and presentation skills, including handling sensitive client issues
Soft skills / transversal skills
* Leadership and organizational skills with the ability to guide and mentor key stakeholders
* Autonomous, proactive, and able to manage complex situations independently
* Team spirit with a strong attitude in relationship management and team building
* Open-minded, strong communication skills, and stakeholder management
* Customer-centric and results-oriented mindset
* Ability to influence, analyze processes and trends, and drive improvements
* Multicultural sensitivity and love for working in global, distributed environments
* Strong interpersonal skills, including managing relationships and working autonomously
* Proactive and self-organized work approach
* Good command of English (upper intermediate level)
Where will you be in the organization?
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.
What we offer
We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we're committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.