Service Delivery Manager - Workplace - (Job Number: 23000680)
Pay: Competitive
Employment type: Full-Time
Job Description
Req#: 23000680
At AXA Belgium, the mission of the Workplace Services teams is to enable our Workforce with reliable Workplace capabilities to ensure efficient collaboration where and whenever they need it, in a secured environment.
The Workplace team aims to deliver, support, and evolve the full range of Digital Workplace solutions & services used by AXA Belgium Employees. The team collaborates closely with IT & Business teams to ensure high-quality service and alignment with their needs.
Our activities cover solutions such as physical and virtual workstations, software packaging and licensing, Workforce Collaboration solutions (Office 365, etc.), telephony services, and secure data exchange. The scope also includes Service Desk activities (Level 1 and 2).
Your responsibilities as Service Delivery Manager:
1. Supervise the outsourced IT end-user support service contract to ensure service levels meet SLA agreements.
2. Participate actively in governance with various partners.
3. Lead continuous improvement processes, defining priorities in collaboration with the Quality Assurance team and business needs.
4. Coordinate implementation of improvement plans with Service Management and cross-domain teams.
5. Monitor the quality of Workplace services and employee satisfaction, using operational KPIs.
6. Contribute to QoS initiatives to enhance reliability and security, aiming for operational excellence and better employee experience.
7. Analyze Service Desk data to identify trends and structural issues, following up until resolution.
8. Own the Service Desk Practice (ITSM), promoting process and tool improvements.
9. Manage Supplier activities across the Workplace Services scope.
10. Drive QoS situations requiring expert intervention, providing solutions and sharing lessons learned.
11. Communicate trends, risks, and improvement plans to management.
Your profile:
* Question current processes and propose improvements.
* Challenge based on value, take risks, and commit.
* Promote a culture of empowerment, learning, and growth.
* Possess an Agile mindset and demonstrate it through behavior.
* Prioritize customer value for value-driven governance.
* Have a good understanding of Workplace tools/environments.
* Experience collaborating with end-user support teams, including nearshore teams.
* Excellent command of English; knowledge of French or Dutch is an asset.
Your skills:
* Bachelor’s degree in Computer Science, Business, IT, or related field, or equivalent training.
* At least 10 years of experience in IT services.
* Knowledge of Digital Workplace technologies.
* Experience with ServiceNow ITSM.
* Excellent communication skills in English.
* Proficiency in MS Windows 10 administration.
* Experience investigating recurring issues and working with support groups.
* Knowledge of ITIL processes; ITIL 4 Foundation certification is a plus.
Additional Information
At AXA, we aim to be more than just a leader in insurance and asset management. Our purpose is to act for human progress by protecting what matters. We are committed to diversity and inclusion, fostering a respectful and valued environment for all.
We offer competitive benefits, a modern working atmosphere, and opportunities for personal and professional growth.
About the company
AXA SA is a French multinational insurance firm.
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