Service Delivery Manager
Il y a 5 mois
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 and this in a secured environment.
The Workplace team aims to deliver, support, and make evolve the full range of Digital Workplace solutions & services used by the AXA Belgium Employees. The Workplace team works in close collaboration with IT & Business teams to ensure the best quality of service and align with their needs.
The activities delivered by the Workplace teams are covering the following solutions: Physical and virtual workstations, Software packaging and licensing, Workforce Collaboration solutions (Office 365, ), Telephony Services and Secure Data Exchange. Moreover the Service Desk activities (Level 1 and Level 2) are also included in the scope of the Workplace team.
We are currently seeking to reinforce the team by appointing a Service Delivery Manager.
**Your responsibilities as Service Delivery Manager**:
- You closely supervise the IT end-user support outsourced service contract in place for AXA Belgium and assure that the service delivered is in line with agreed SLA’s.
- You actively participate in the governances in place with the different partners
- You are owner of the continuous improvement process and definition of priorities in close alignment with Quality Assurance team and Business needs
- You define and coordinate the implementation of Continuous Improvement plans together with Service Management teams and with business and IT product teams cross domains
- You are in charge of monitoring the quality of the Workplace services including the overall employee satisfaction, together with the operational KPI’s for processes in scope of responsibility
- You contribute to QoS (reliability and security) initiatives to improve Workplace services and processes enabling Operational Excellence to achieve better Employee Experience.
- You challenge the Service Desk figures including going into the details of incident records to identify and understand trends
- You identify structural improvements (e.g. recurrent incidents) and ensure the close follow-up until implementation
- You take ownership of the Service Desk Practice (ITSM) and re-challenge it in terms of efficiency and added value; you constantly promote the development and improvement of the quality of the processes and tools used
- You take in charge the Supplier Management activities for the whole Workplace Services scope
- You drive QoS situations where expert knowledge is required: understanding-challenging the problem, bringing solutions, supporting teams in the implementation and share lessons learned afterwards to improve overall.
- You ensure proper communication of trends, risks and improvement plans to Management
**Your Profile** Your profile**:
- You like to question current processes and propose alternatives a response;
- You dare to challenge based on value, dare to take risks, dare to take commitments
- You are a role model and promote cultural change inside the team: empowerment, learning / growth culture
- You have an Agile mindset, carry it out via behaviour and take full benefit of it
- You stress prioritization on customer value to have value-driven governance
- You have a good understanding of Workplace tools / environments
- You have an experience with collaborating with end-user support teams (including near shore teams)
- Very good knowledge of English (knowledge of French or Dutch is an asset)
**Your skills**:
- Bachelor’s degree in Computer Science, Business, IT or other related field or equivalent training
- Minimum of 10 years of industry experience in IT services
- Knowledge of Digital workplace technologies
- Experience with ServiceNow ITSM
- Extensive written and oral communication skills (English)
- Very good knowledge of MS Windows 10 platforms’ administration
- Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, Software packaging & distribution, Security, Service Desk, Onsite Support)
- Knowledge of ITIL Processes (ITIL 4 Foundation certificate is a plus)
**About AXA**
At AXA, we want to be more than the world leader in insurance and asset management.
Our purpose is ‘**Act for human progress by protecting what matters’**. As an insurance company, we want to watch over every individual, society and the world while always keeping the future in mind.
As an insurer, AXA Belgium is also a key player in the field of prevention. **Protection is in our DNA**, as evidenced every day by the extensive investments in research and risk awareness.
At AXA, we reject unfair or unlawful discrimination in any form. More info in our Diversity & Inclusion Policy.
**About the Entity**
In Belgium, AXA is market leader in non-life insurance. We have more than 3,000 enthusiastic employees whose aim is to move from **payer to par
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