Industrial Reporting Service Manager

Location 75-PARIS, France
Experience level Experienced Hire
Job details sector Information Technology
Apply before Date not available
The Service Manager of GIE Finance applications will be responsible of the management (follow-up and improvement) of BAU services provided for all PBRC applications developed on IRIS Platform. He will have to refer to the Service Level Agreement and to report the SLA respect to the customers of applications.
Four applications are in the scope of this responsibility, 24x7, high-available and with high reactivity required because of the context of Financial Department.
 
The budget for PBRC Service Delivery is about 2,5 M€.
 
The challenges of this role will be to ensure the respect of service delivery (QoS, key milestones for Finance community, governance, KPI), ensure customer satisfaction on every activity by providing the good levl of support, ensure the professionalism of the teams in charge of these activities, bring transparency on activities to the customers, and increase the competencies of people in the teams.
 
The team is currently composed of 6 externals..
 
 
 
Time dedicated
Operational Management Team
20 %
  • He ensures operational management of the team including financial follow-upand workload management
  • He ensures the design and deployment of the most efficient organization to tackle challenges, including dispatching the activities between people in the team
  • He is fully autonomous in these activities
  • He regularly reports to the managers of IRIS
 
Service Level Agreement Management
30 %
  • He ensures the follow-up of the respect of SLAs defined for applications
  • He ensures the regular reviews and improvements of SLAs
  • He takes in charge the regular reporting on SLAs
  • He is fully autonomous in these activities
  • He ensures that the team and technical experts work closely for every change on applications.
 
Client Relationship Management
50 %
  • He meets regularly the customers of applications
  • He is the single point of contact for BAU for the customers
  • He is aware of the customers and users concerns
  • He is fully autonomous in these activities
 

NON TECHNICAL SKILLS

 

Must have

  • Experience in a context of international projects
  • Experience in working in a multi-site environment
  • Fluent French & English (written and spoken) is mandatory
  • Ability to work in a multicultural context (dev in India, project teams in France, Spain…),
     

 Nice to have

  • Insurance & finance Functional knowledge

 
TECHNICAL SKILS
Must have
 

  • Experience on Service Management (>= 5 years)
  • Significant expertience on Microsoft tools
     

 Nice to have
 

  • Experience on Business Intelligence


Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life?  Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.  In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.
AXA Group Solutions is an IT solutions company delivering services to the Group AXA & to its banking and insurance companies. AXA Group Solutions develops and operates transverse business solutions at international scale. Our mission is to shape, build and maintain the shared solutions of AXA Group. The aim of these services is to sustain business development, reduce time to market, & generate savings.

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