Regional Service Delivery Lead - UK/Lloyds & Reinsurance

Regional Service Delivery Lead London, UK AXA XL Global Technology (GT) division has been going through significant transformation including simplification of applications landscape across geographies and business units, Cloud transformation and migration to strategic platforms, as well as operating model transformation to support upcoming technological and business process changes

These include centralizing, previously regionalized support teams, setting modernized standards and processes to allow us to support the business in a responsive and flexible way, while providing a follow-the sun methodology

This new Service Delivery Lead will manage a team of local delivery managers and be the critical link between IT services within GT and regional business operations

What you’ll be doing What will your essential responsibilities include

Be the focal point, regionally, for all service delivery across the local country offices

Adopt strong relationship management with regional COO’s and leadership teams

Maintaining and managing successful business relationships with stakeholders in regional offices, key business managers, country managers and segment IT managers to ensure the delivery of high-quality IT services

Engage with colleagues regionally to understand IT service needs using mechanisms such as attending business meetings, service review meetings, service “lunch and learns”, colleague experience workshops, stakeholder meetings, feedback surveys and forums Oversee the Major Incident process, ensuring a full understanding of regional business impact, helping to coordinate regional activity, and managing stakeholder communications, while being a key point of service escalation

Contribute to the GT and regional business plans by providing input on relevant IT solutions and needs in the region, keeping colleagues abreast of IT developments, services, initiatives, and policies - explaining benefits and impacts

Support in the Cloud Council and IT Change process, working with the Service Design and Transition team, to provide input and advice on projects where necessary, e.g. the development and implementation of new business tools, service models and transition approaches

Utilize performance dashboards, scorecards & heat maps on a regional basis to understand service performance levels, identifying and owning any key areas of concern

Leverage global GT resources and support to achieve business goals and high level services across the region including identifying similar IT needs of different colleagues, fostering a participative work environment, enabling effective communication, and providing guidance and training to less experienced individuals; manage professional IT staff or high level project resources with global, local, regional or virtual teams ensuring that appropriate levels of support are being provided across the region

Work effectively with other Technology teams who are part of the AXA Group e.g

AXA GO, Country GI, when required and help coordinate activities which require regional or country IT service knowledge

What you’ll bring We’re looking for someone who has these abilities and skills: Required Skills and Abilities: Proven ability in managing teams within a complex organization

A passion for providing high-quality IT services to internal customers Significant experience in an IT Service or IT Operations role Excellent verbal & written communications skills Knowledge of technical infrastructure in addition to an understanding of ITSM processes Exceptional stakeholder management skills and a natural ability to form trusted and effective relationships with business customers and colleagues

Effective interpersonal skills and demonstrated ability to work and communicate with top-level executives

Experience managing professional staff or leading high-level project management with staff Analytical and problem-solving abilities - demonstrated aptitude for problem solving and ability to determine effective solutions for customers Advanced ITIL framework knowledge with ITIL Foundations certification required Ability to multi-task and prioritize multiple initiatives Excellent verbal & written communications skills in local language & English Experience working as part of a multinational team Desired Skills and Abilities: Previous experience in an organization of similar-size and complexity

Previous experience working with a centralized group function What we offer Inclusion AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic

At AXA XL, we know that an inclusive culture enables business growth and is critical to our success

That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential

It’s about helping one another — and our business — to move forward and succeed

Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe

Robust support for Flexible Working Arrangements Enhanced family-friendly leave benefits Named to the Diversity Best Practices Index Signatory to the UK Women in Finance Charter Learn more at axaxl.com/about-us/inclusion-and-diversity

AXA XL is an Equal Opportunity Employer

Total Rewards AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security

It provides competitive compensation and personalized, inclusive benefits that evolve as you do

We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence

Sustainability At AXA XL, Sustainability is integral to our business strategy

In an ever-changing world, AXA XL protects what matters most for our clients and communities

We know that sustainability is at the root of a more resilient future

Our 2023-26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations

Our Pillars: Valuing nature: How we impact nature affects how nature impacts us

Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future

We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans

Addressing climate change: The effects of a changing climate are far-reaching and significant

Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption

We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions

Integrating ESG: All companies have a role to play in building a more resilient future

Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business

We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting

AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs

These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving

For more information, please see axaxl.com/sustainability

Who we are AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks

For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it

How

By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward

Learn more at axaxl.com