Quality of Service Manager Contrat : CDI

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Entreprise

AXA Group Operations – Centre opérationnel d’excellence du Groupe AXA.

Chez AXA, notre mission est de donner aux gens les moyens de vivre une vie meilleure. Grâce à l'innovation et à l'exécution, nous devons passer du statut de « Payeur » à un partenaire de confiance dans la vie de nos clients. Les objectifs concrets des activités du groupe sont de créer de la valeur pour l’organisation globale AXA, de collaborer avec le groupe Business Innovation pour encourager l’innovation et intégrer la simplicité et l’autonomisation dans notre contribution à la mission et à la stratégie d’AXA.

Présent dans plus de 18 pays, AXA Group Operations est le centre opérationnel d’excellence du Groupe AXA. Opérant dans les domaines de l’IT (Information Technology), Data & Innovation, Sécurité Informatique, Finance, Procurement, Transformation et Outsourcing, nous accompagnons la stratégie du Groupe : Devenir une entreprise innovante « Customer driven & Tech-led ».

AXA Group Operations Maroc

Présente au Maroc depuis 2009, AXA Group Opérations Maroc est une entité d’offshoring. Avec ses 300 collaborateurs et ses différents centres d’expertise opérant dans les domaines de l’informatique, de la Gestion de projet, de la Finance et des Ressources Humaines, AXA GO Maroc soutient Group Operations dans la réalisation de sa mission.

Adresse

Technopolis

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
Profile recherché

REQUIREMENT

  • Master Degree or equivalent in IT or any related disciplines
  • ITIL Foundation certification
  • At least 5 years of relevant working experiences in similar roles.
  • Experience in Quality, Performance and SLA Management.
  • Excellent level in both written and spoken English


Operational Skills:

  • Good knowledge of applications and business processes
  • Good knowledge of monitoring and scheduling tools
  • Knowledge of the Cloud
  • Understanding of the dependencies between partner information systems and infrastructure solutions
  • Good level of understanding of all infrastructure technologies


Cross-functional skills:

  • Hierarchical and functional management, pragmatism, charisma and leadership
  • Ability to offer advice and solutions while ensuring a strong results orientation
  • Ability to mobilize teams around a partner's problem to bring out solutions
  • Ability to persevere in following their implementation until the final resolution of the problem
  • Good writing and synthesis skills (Reporting, Procedure, operating mode, etc.)
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