Job Purpose

We are seeking an experienced Service Delivery Manager (SDM) to join our team. The SDM 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 and supported directly for your daily activities by the Service Delivery Manager Lead.

Responsibilities

• 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
• Support each product with implementation of agreed target operating models
• Collaborate with Product Managers regarding the coordination of the product and associated ITIL processes, support and RACI
• Support collaboration with vendors and support Product Manager for continuous improvement
• Be a key point of contact during major incidents to coordinate and communicate
• Ensure that problem records and continuous improvement plans are created and managed to completion
• Escalate where required to vendors to mobilise and support AXA in case of incidents
• 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
• Be involved in the financial reporting for products
• 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

Profile and Qualifications

• Working knowledge of ITIL Service Management concepts and processes, including incident management, change management, problem management, service request management, configuration management (min 4 years of 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