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IT Service Operations Manager

3 months ago

Bristol, Bristol, United Kingdom AXA Group Full time
It's an exciting time to join the Service Operations team here at AXA, with significant investment planned in all UK&I businesses to transform & deliver new digital services to our customers and streamline and automate our business processes. To help us ensure a seamless integrated service through a range of suppliers, both internal and external whilst delivering the best possible operational services, we're looking for a talented individual to join this growing team.Working as the Service Operations Manager you'll support and drive the end-to-end operational delivery with our multiple service delivery partners and suppliers. You'll play a pivotal role in the operational compliance of the technology services across Service Desk, Command Center, Monitoring and Prevention and Incident and Problem Management.At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, either at one of our office locations, visiting clients or attending industry events. We're also happy to consider flexible working arrangements, such as condensed hours, which you can discuss with Talent Acquisition.What you'll be doing: Maintaining retained oversight of Managed Service Delivery for a service domain – Service Operations Driving the operational quality of services and processes for all assigned service providers' delivery to meet business service outcomes Ensuring a seamless integrated service is delivered through a range of suppliers, both internal and external, to deliver the best possible operational service Monitoring issues with lack of cooperation and coordination handoffs between vendors are minimal Collaborating with supplier management to ensure accountability and transparency of vendor processes, benchmarks, and performance Checking incidents and problems are managed and resolved in accordance with SLAs and following ITIL best practices Ensuring service request tasks and minor changes are delivered in accordance with SLAs and following ITIL best practices Acting as point of escalation for AXA, the service providers and third parties regarding service operation issues Your Profile
What we're looking for: Excellent experience of IT operational and delivery management in a large organisation solution delivery and service management Proven experience of managing relationships and service levels with onshore and offshore third parties Good understanding of end-to-end IT solutions, systems and processes Strong knowledge of ITIL Effective stakeholder management with the ability to engage with staff at all levels Understanding of ServiceNow IT Operations Management Experience overseeing Service Desk, Service Request and Command Center Services is desirable As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
About AXA

With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You'll work in an open and supportive environment where you'll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You'll learn directly from senior leaders, from the best in our business. And you'll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it's about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

About the Entity

AXA UK Support Functions power AXA's three customer-facing business units, providing the infrastructure, support and expertise to ensure our customers can always count on us. Whether you've got heaps of experience and qualifications behind you, or you're just starting out, we'll give you the support and opportunities to help you grow and develop with confidence.

What We Offer
At AXA UK, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: Competitive annual salary of up to £55,000 dependent on experience Annual company & performance-based bonus Contributory pension scheme (up to 12% employer contributions) Life Assurance (up to 10 x annual salary) 28 days annual leave plus Bank Holidays Opportunity to buy up to 5 extra days leave or sell up to 5 days leave AXA employee discounts Gym benefits