Security Service Delivery Officer

AXA Global Business Services is a subsidiary of AXA Group, one of the leading insurance brands in the world. We embody the essence of a diverse, global team, uniting talents from around the world to create a seamless, supportive network for all AXA entities. Our story is one of collaboration and growth, deeply rooted in our mission and vision, guiding every step we take. Our Mission: Together with entities, we deliver advanced services and shape solutions that drive operational excellence. In the heart of AXA, our role is multi-layered. From insurance operations to corporate functions, we leverage data, technology, and diverse capabilities to enhance our partners' performance in a streamlined, efficient manner. Our Vision: Building on unique capabilities and expertise, our teams dare to open new doors for AXA. We are not just about today; we are shaping tomorrow. Our vision is to continuously develop new skills and solutions, opening doors to fresh opportunities. This means committing to the highest service and quality levels, embracing continuous improvement, and fostering courage and boldness within our team. For over 25 years, our operations have spanned across five delivery centres in India and Morocco, serving more than 35 AXA entities. Our 3,800+ strong workforce is the heartbeat of our organisation, moving forward in a culture of trust, empowerment, and care. Driven by our values, we are a cohesive global team, quick to adapt to market dynamics, united by the desire to excel. Our Centres of Excellence (COEs) offer advanced services, shaping tailor-made solutions for our partners in the Tech, Security, Data, Insurance Ops and Corporate function Ops domain. The AXAllence strategic plan for 2024-26 charts our future course, focusing on operational efficiency, employee retention and skill enhancement, and delivering unparalleled value to our partners. These pillars, supported by our vision and mission, are the foundation of our commitment to AXA. In essence, while our heritage lies in delivering value in BPO services, our innovative spirit thrives in the IT domain, all in support of the overarching AXA Group strategy. At AXA Global Business Services, we are not just preparing for the future; we are actively creating it. At AXA Global Business Services, the future is brimming with opportunities. Join us on this exciting journey Together, we will continue to open new doors for AXA. CONTEXT Service Management provides transversal converge for all security products within AXA Cyber Defense. Cyber Defense is part of the wider Group Security family. Group Security is responsible for ensuring that AXA remains safe, secure and resilient. We are a global team, providing entity engagement, governance, communication, escalation and support to ensure that our products are delivered with the highest quality of service. JOB PURPOSE We are seeking an experienced Security Service Delivery Officer (SSDO) to join our team. The SSDM 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 but will be guided and supported directly for your daily activities by the Service Delivery Manager Lead. MISSIONS
• 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.
• Collaborate with Product Managers regarding the operating model of the product and associated ITIL processes, support and RACI.
• Support collaboration with vendors and support Product Manager for continuous improvement.
• 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.
• 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. Key Skills
• Working knowledge of ITIL Service Management concepts and processes, including incident management, change management, problem management, service request management, configuration management (min 4 years 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.
• Fluent in English