Senior Manager-IT Services

Gurgaon, Haryana, India

The IT Service Manager is a member of the Global Service Management team within Global Technology (GT) and acts as the GT representative for AXA XL regional business colleagues using an understanding of business processes and objectives to ensure effective delivery of IT solutions - from planning and delivery to coordinating ongoing service and support.

What you’ll be DOING

What will your essential responsibilities include?

• Develop, maintain and manage successful business relationships with stakeholders in regional offices, key business managers, country managers and segment IT managers to ensure the delivery of high-quality IT services
• Engage with colleagues regionally to understand IT service needs using mechanisms such as attending business meetings, service review meetings, service “lunch and learns”, colleague experience workshops, stakeholder meetings, feedback surveys and forums
• Participate in Major Incident process, including attending calls, providing business impact, helping to coordinate regional activity, and managing colleague communications
• Utilize performance dashboards, scorecards & heat maps on a regional basis to understand service performance levels
• Support in the IT Change process, working with the Service Design and Transition team, to provide input and advice on projects where necessary, e.g., the development and implementation of new business tools, service models, transition approach, communications, training, printed materials
• Participate in the on-call weekly rotation (approximately 4-5weeks per year), which consists of representing Service Management at Change Advisory Board meetings and providing out-of-hours coverage for Major Incidents impacting business operations
• Identify issues, trends and service improvement opportunities and manage via Continual Service Improvement
• Keep Service Management Leads updated with appropriate business segment service activities
• Contribute to the GT and regional business plans by providing input on relevant IT solutions and needs in the region, keeping colleagues abreast of IT developments, services, initiatives, and policies - explaining benefits and impacts
• Leverage global GT resources and support to achieve business goals and high level services across the region including identifying similar IT needs of different colleagues, fostering a participative work environment, enabling effective communication, and providing guidance and training to less experienced individuals; manage professional IT staff or high level project resources with global, local, regional or virtual teams ensuring that appropriate levels of support are being provided across the region
• Maintain knowledge of current IT platforms, regional and global IT system initiatives, available solutions, policy and process, and industry conditions
• Work effectively with other Technology teams who are part of the Axa Group e.g. Axa GO, Country GI, when required and help coordinate activities which require infrastructure & operational knowledge e.g. local networking equipment, comms room access/supervision, Incident Management, patching, power downs, office moves
• Assume additional related responsibilities as required

You will report to Regional Service Management Lead.

What you will BRING

We’re looking for someone who has these abilities and skills:

Required Skills and Abilities:

• A passion for providing high-quality IT services to internal customers
• Relevant years of experience in an IT Service or IT Operations role
• Excellent verbal & written communications skills
• Knowledge of technical infrastructure in addition to an understanding of basic IT development processes
• Effective interpersonal skills and demonstrated ability to work and communicate with top-level executives
• Ability to establish and maintain effective relationships with IT, business customers and colleagues
• Experience managing professional staff or leading high-level project management with staff
• Analytical and problem-solving abilities - demonstrated aptitude for problem solving and ability to determine effective solutions for customers

Desired Skills and Abilities:

• Advanced ITIL framework knowledge with ITIL Foundations certification required
• Ability to multi-task and prioritize multiple initiatives
• Excellent verbal & written communications skills in local language & English
• Experience working as part of a multinational team
• Conduct Service Reviews with key stakeholders
• Excellent Microsoft Skills
• Ability to navigate through IT organizations to accomplish desired results

Who WE are

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com

What we OFFER

Inclusion

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.   At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements
• Enhanced family-friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at axaxl.com/about-us/inclusion-and-diversity.  AXA XL is an Equal Opportunity Employer.

Total Rewards

AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.

We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action:  We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

For more information, please see axaxl.com/sustainability.