Poste :

JOB PURPOSE

Contribute to AXA Services capability and development by making sure IT operations are run with the expected levels of performance and quality to reach business objectives and leveraging technology innovations to anticipate and implement relevant evolutions.

MISSION

• The Quality Of Service Manager monitors evolutions in technology and resources that will improve the viability of the solution.
• He / She manages AXA Services information technology operations and anticipates where we need to be; not focused solely on solving today’s challenges.
• He / She develops objectives and strategies for the delivery of IT (both hardware and software) within the company.
• He / She validates that IT policies and procedures utilize best practices and are documented efficiently.
• He / She controls budget and report on expenditures for technology.
• He / She maintains information technology strategies by managing staff; researching and implementing technological strategic solutions.
• He / She supervises that the lifecycle of the components (in particular infrastructures).

DIMENSIONS / KEY OF RESPONSIBILITY

Operational component

• Ensure that a high level of service quality is maintained on the application perimeter entrusted to you, and organize the team's activity to respond to requests for operational needs related to service quality.
• Ensure the quality and efficiency of the team's operational activities within the allocated LOA budgets.
• Coordinate with internal AXA IT and partner processes to ensure proactivity and responsiveness on service quality.
• Ensure the governance and reporting of the activity to the Management and Partners.
• Be attentive to the needs of your partners and ensure that they are understood and taken into account within your team. You will make sure that your team ensures a good proximity with your partner to improve this knowledge and take into account their needs.
• Contribute to the respect of the SLAs set up in the framework of the service offer.

Management component

• To ensure a close management through a follow-up and a support of the collaborators (Personal development and follow-up of the operational performance, appreciation...)
• Develop skills within the team, with a technical-functional orientation, thanks to a proactive training plan adapted to the needs of employees and customers.
• Ensure the availability and efficiency of the service in order to guarantee the expected level
• Develop and monitor the recruitment plan by anticipating the risks and impacts of departures
• Manage and ensure compliance with the operational and relational objectives of the teams

Cross-functional component

• Demonstrate good knowledge of the Agile methodology
• Ensure/maintain the link with the operational managers of the AXA France IT Department
• Set up and lead the PDM/ISD AXA France governance committees with a follow-up of the various reports necessary to pilot the activity.
• Implement and manage a proactive and continuous improvement process