Job description

JOB ENVIRONMENT

With over 102 million customers in 56 countries, AXA's strong global franchises and three lines of expertise - Property & Casualty, Life & Savings and Asset Management - provide a distinctive business portfolio. As a company whose business is to protect people, we have a responsibility to leverage our skills, resources and risk expertise to build a stronger and safer society. To achieve our mission, we are committed to redefining the standards of our business so that we truly differentiate ourselves and earn the trust of our key stakeholders.  

As an integral part of AXA, at AXA Group Operations (AXA GO) we create innovative technology and data solutions to help AXA fulfil its ambition of being a customer-focused, tech-led company. AXA GO is a young and dynamic division launched in 2019 and comprises 8,000 employees across 17 countries all around the globe from Paris, France to Pune, India. We are the ones providing advice, steering technological choices and giving AXA access to innovations that will support its transformation into a customer-centric tech-led company. For this, we work in close partnership with all AXA entities.

CONTEXT

Service Management provides transversal converage for all security products within AXA Cyber Defense. Cyber Defense is part of the wider Group Security family. Group Security is responsible for ensuring that AXA remains safe, secure and resilient. 

We are a global team, providing entity engagement, governance, communication, escalation and support to ensure that our products are delivered with the highest quality of service.

JOB PURPOSE

We are seeking an experienced Security Service Delivery Officer (SSDO) to join our team. 

The SSDM will manage the relationship between entities and AXA Cyber Defense products, conducting regular governance meetings and be responsible for providing reporting, communication, promoting quality of service and taking care of escalations when required.

You will report into the Service Management Executive Manager but will be guided and supported directly for your daily activities by the Service Delivery Manager Lead.

MISSIONS

• Be a key contact point for delivery of Cyber Defense products into AXA’s entities.

  
  

• Provide oversight and macro-coordination of continuous service improvement efforts across the Cyber Defense product organization.

  
  

• Collaborate with Product Managers regarding the operating model of the product and associated ITIL processes, support and RACI.

  
  

• Support collaboration with vendors and support Product Manager for continuous improvement. 

  
  

• Work with operational teams to help regularly generate and report on the performance of the products and metrics for Cyber Defense products.

  
  

• Track product SLAs and identify areas of non-compliance to address with the product managers.

  
  

• Support on the communication of the product value and enhancements part of the designed scope of products.

  
  

• Manage governance meeting with entities (specific scope) on Cyber Defense products, sharing and presenting KPIs/SLA and collating questions for follow up.

  
  

• Manage queries, escalation and co-ordination of high impact service incidents.

  
  

• Ensure continuous visibility on service availability and related reporting

  
  

• Provide end to end quality of service for the Cyber Defense products provided to the AXA entities

  
  

• Provide oversight for end-of-project transition to BAU period.

  
  

Key Skills

• Working knowledge of ITIL Service Management concepts and processes, including incident management, change management, problem management, service request management, configuration management (min 4 years experience)

  
  

• Experience in a multi-national and shared services environment with extensive customer experience across all levels of an organization

  
  

• Experience in delivery processes, including lifecycle controls (e.g. Design, Pilot, Acceptance) and Project Management

  
  

• A good understanding of information/cyber security products and services 

  
  

• Strong task management with a focus on deliverables

  
  

• Ability to execute regular governance meetings with many stakeholders

  
  

• Organized with a proven ability to prioritize workload, meet deadlines, and utilize time effectively.

  
  

• Good interpersonal and communication skills, works effectively as a team player.

  
  

• Ability to function effectively in a matrix structure.

  
  

• Fluent in English