Service Manager

JOB ENVIRONMENT

The GSC Service Manager is responsible for QoS reporting and governance for their scope towards the entity(ies), the Service Manager will oversee that the quality and performance of the service delivery towards the entity(ies) meets expectations and ensures that the Service Levels are achieved

Main activities

The GSC Service Manager:

·                Acts as a primary point of contact for structural GTO Quality Of Service and general operational matters.

·                Manages potential escalations and connects with the GTO organization (products, processes, GSC…) where relevant.

·                Ensures the AXA GO executive management and/or entity(ies) executive management are kept informed during any escalations.

·                Runs and/or participates to required operational alignment meetings. (f.e. opco weekly ops, GO market meeting…)

·                Provide input to and represent Country QOS in AXA GO QOS boards. (Weekly QOS, Monthly Forum)

·                Supports the communications with entity(ies) (in coordination with Major Incident Management (MIM) teams) of the impact and resolution of Major Incidents, Problems and SIP’s.

·                Monitors the performance and quality of products delivered by all product teams, by reviewing the monthly SLA and QoS reports as agreed in the contract.

·                In the case of AXA GO services not meeting entity(ies) expectations or agreed Service Levels, determines and follows-up on the necessary Service Improvements Plans (SIP) with the relevant product teams and AXA GO Problem Management.

·                Co-ordinate the GO PDL\MOU and ensure the figures are agreed with the local entities and they reflect on the QOS dashboard

·                Ensures proper capacity and availability management reporting is available for the entity(ies) as agreed with Capacity Management team.

·                Prepares and presents necessary monthly service level reporting for entity(ies) QoS governance meeting.

Scope of activities:

Interactions:

·                Leaders in Products, Markets and GSC

·                Product Teams/Operations Team

·                Incident & Problem Senior Managers

·                Frequent discussions at Exec level 

Experience

·                Experience in Service Management

·                Experience and knowledge of IT Operations

·                Have worked within a Global organization

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