Service Delivery Management Specialist

Av. Felix Cuevas 366 Piso 2 Tlacoquemecatl, CIUDAD DE MÉXICO, MX, 03200
- INFORMATION TECHNOLOGY
- 9682
- GO_MX_3TM
- Gautier GRANDPIERRE

**About AXA**

As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.

**About the entity**

AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation.

We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.

We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

At AXA Group Operations, we want to be recognized in three fields of action:

- State-of-the-art Data Technology to drive customer experience
- State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
- High-Performing Global Team for stronger partnerships with AXA entities

**Job position pitch**

As part of the Globalisation of AXA Group Operations (GO) ops, and the IPC TOM stream of the Harmony program, the Change Management function is being globalized and will manage GO changes through a team based across Europe and Asia. This role is a change management specialist role as part of this global team.

The IT Change Management Specialist will be responsible for the administration, and coordination of changes within the AXA GO process as defined in the GO change management policy and process documentation, and to ensure a high quality of change records, success, and quality of service levels.

**About the job**

**Job purpose**

As a Job title, your main objective is to:

- Ensure that changes are handled in accordance with the current agreed process and associated procedures.
- Administer change records in SILVA, the AXA Global ServiceNow instance.
- Participate in, and host relevant change management meetings including CABs.
- Assist with escalated changes and ensure their workflow is managed in accordance with the process.
- Provide day to day expertise for changes managed to the process stakeholders.
- Collaboration with process stakeholders.
- Responsibility for ensuring change approvals are in place in accordance with timings specified in the process.
- Production of change management reporting.
- Managing post implementation reviews for changes that have caused major business impact or upon request.
- Reporting issues or process deviations to the Change Management Team Manager.
- Reporting process improvements to Change Management Team Manager.
- Execution of change process related tasks, including process improvements assigned by the Change Management Team Manager.
- Supervision and coordination of changes (e.g. OpCo releases, high impact/high risk changes) outside business hours upon request/on demand

**Expected skills & experience**

We are looking for someone with the following experience and skills:
Experience
- Minimum 3 years experience of change management in a coordinator / change manager role.
- Minimum 3 years experience and knowledge of IT Operations.
- Have worked in a global organisation with matrix management and complex organizational units.
- Operational knowledge of, and experience with ServiceNow.
- ITIL certified, or willing to obtain certification as part of your development plan.
- Strong analytical skills and attention to detail.
- Excellent problem solving and critical thinking skills.
- Excellent communication skills to various level stakeholders, in English.
- Energises a community to actively support process adoption, adherence, and continuous feedback.

**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.