Job ID: 12665

Entity: AXA Group Operations

AXA Global Business Services – AXA GBS

At AXA Global Business Services, we believe in the power of partnerships, leveraging our expertise in business services and technology to support AXA entities in their core insurance operations, support functions, and digitization processes.

We are committed to developing fresh and innovative approaches that surpass expectations and address unique challenges. Our passionate team is dedicated to driving innovation and pushing boundaries further, leveraging unparalleled technical expertise to deliver top-notch solutions that add outstanding value to AXA entities.

With a strong focus on sustainability, corporate social responsibility, and DEI, we take pride in crafting solutions that not only drive business success but also contribute to a more sustainable and inclusive future. 

AXA GBS MOROCCO

Present in Morocco since 2009, AXA GBS MOROCCO ( Ex- AXA Group Operations Morocco) is an offshoring entity. With more than 300 employees and its various centers of expertise operating in the fields of IT, Project Management, Finance and Human Resources, AXA GBS MOROCCO supports AXA entities in carrying out its mission.

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.

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.

• 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 organisation
• 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

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.