IT Service Management Director

IT Service Management Director

AXA Group Operations Malaysia Sdn Bhd
Not Specified
Not Specified

Job Description

. Design and deliver a platform for a robust support and service management & cyber security model for the General Insurance, Life and Enterprise business units in AXA Hong Kong in line with ITIL SM, drive quality and stability of the production environment
. Ensure consistency between the production and UAT environments
. Monitoring the effectiveness of the team and suppliers against SLA/KPI‟s, driving through change as needed to deliver continual service improvement, quality and stability
. Ensure operational procedures and practices are well defined, documented and consistently applied
. Instil a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
. Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
. Contribute proactively to new service development.
. Work closely with the project teams to ensure new solutions are on-boarded with seamless handover / transition into production service
. Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
. Set and cascade business objectives and targets to the team
. Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
. Manage and develop strategic partnerships with third party suppliers and other internal stakeholders
. Ensure quality, up-to-date documentation exists for all service arrangements
. Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered
. Provide leadership and direction to the service management function ensuring appropriate and robust service management and review frameworks are in place
. Take responsibility for customer escalations and act as a point of escalation and communication both in and out of hours as required
. Drive a continual service improvement programme to optimize and drive efficiencies in support operations for the systems

Job Details

We always start with our customers As one of the largest global insurers, our purpose is to act for human progress by protecting what matters . Protection has always been at the core of our business, helping individuals, businesses and societies to thrive. And AXA has always been a leader, an innovator, an entrepreneurial company, fostering progress in all its dimensions. Our purpose also links back to the Group's roots. From the outset, AXA has been committed to acting as a force for collective good. From solidarity-based actions with AXA Hearts In Action to work on prevention issues with the AXA Research Fund and the fight against climate change, AXA has always been attentive to its social environment and embraced its responsibility as an insurer: responsibility for taking action upstream in order to better understand risks, with one goal in mind: to ensure better protection.

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