AXA

Global insurer offering life, property, casualty

Service Operations Lead

IT OperationsConfirmed live in the last 24 hours

Full-timeHong KongNo salary listedIn-person

About the Job

Requirements

A minimum of 10 years of experience working in an environment based on ITIL frameworks and governance.
Experience in IT Service Management, including IT Incident, Problem, and Change Management, and driving Continuous Service Improvement.
Knowledge of IT infrastructure and application technologies.
Experience handling complex situations and escalations.
Ability to work with a diverse set of stakeholders.
Strong leadership and team management skills to mobilize technical resources for incident resolution.
Technical knowledge and troubleshooting skills for IT infrastructure and applications.

Responsibilities

Act as the primary escalation point for incidents and service requests, ensuring timely resolution and escalation when necessary.
Ensure incident and problem tickets are accurately logged, categorized, prioritized, and managed to resolution within agreed service-level agreements.
Ensure business and customer updates are timely, clear, and of sufficient quality throughout the incident lifecycle.
Facilitate effective communication across email, calls, chat, and dashboards during the major incident lifecycle.
Provide 24/7 standby support for critical incidents and urgent service requests to minimize service disruption.
Maintain adequate coverage and readiness for off-hours support, including weekends and holidays where applicable.
Act as a service delivery manager between technical teams and business stakeholders for IT topics, translating and consolidating technical information for target audiences and providing timely updates to manage expectations.
Build and nurture relationships with internal customers, technical teams, and business partners.
Coordinate globally and interact with stakeholders to ensure alignment and transparency.
Support business units in adopting new technologies, systems, or product changes through communication and training.
Monitor, control, and support service delivery to ensure adherence to established system methodologies, processes, and compliance standards.
Support internal and external IT audits, security activities, and risk assessments.
Review service performance metrics regularly and implement corrective actions as needed.
Participate in Change Advisory Board meetings, reviewing and analyzing planned changes to assess potential business impact.
Support change implementation, ensuring minimal disruption and a smooth transition from project work to business as usual.
Lead the Continuous Service Improvement Plan, regularly reviewing operational processes to identify enhancements and reduce incidents.
Drive initiatives to improve service quality, efficiency, and customer satisfaction.
Lead Service Transition activities, ensuring proper handover, documentation, and knowledge transfer from project teams to operational teams.
Identify potential risks and issues related to service delivery and develop mitigation plans.
Ensure lessons learned are documented and incorporated into future processes.
Prepare and present regular stakeholder reports on incident trends, service-level agreement performance, and improvement initiatives.
Maintain comprehensive documentation of processes, procedures, and service levels.
Keep abreast of industry best practices, tools, and technologies relevant to IT service management.
Facilitate training and knowledge sharing within the team and with stakeholders to promote best practices.

Desired Qualifications

Certification in IT Infrastructure Library version 3 or above.

Responsibilities:

Incident & Service Request Management

Act as the primary escalation point for incidents and service requests, ensuring timely resolution and escalation when necessary.
Ensure all incident and problem tickets are accurately logged, categorized, prioritized, and managed to resolution within agreed SLAs.
Ensure Business and Customer updates are timely, clear, and of sufficient quality throughout the incident lifecycle.
Facilitate effective communication across all modes (email, calls, chat, dashboards) during the Major Incident lifecycle.

Support & Availability

Provide 7x24 standby support to address critical incidents and urgent service requests, ensuring minimal service disruption.
Maintain adequate coverage and readiness for support during off-hours, including weekends and holidays if applicable.

Stakeholder & Relationship Management

Act as a service delivery manager between technical teams and business stakeholders for all IT topics, translating and consolidating technical information for target audiences, along with timely updates to manage expectations.
Build and nurture strong relationships with internal customers, technical teams, and business partners.
Drive global coordination and interaction with stakeholders to ensure alignment and transparency.
Support business units in adopting new technologies, systems, or product changes through effective communication and training.

Service Monitoring & Compliance

Monitor, control, and support service delivery, ensuring adherence to established system methodologies, processes, and compliance standards.
Support internal and external IT audits, security, and risk assessment activities.
Regularly review service performance metrics and implement corrective actions as needed.

Change & Release Management

Participate actively in Change Advisory Board (CAB) meetings, reviewing and analyzing planned changes to assess potential business impact.
Support the implementation of changes, ensuring minimal disruption and a smooth transition from project to BAU.

Continuous Improvement & Service Transition

Lead the Continuous Service Improvement Plan (CSIP), reviewing operational processes regularly to identify areas for enhancement and reduce incidents.
Drive initiatives aimed at improving service quality, efficiency, and customer satisfaction.
Lead Service Transition activities, ensuring proper handover, documentation, and knowledge transfer from project teams to operational teams.

Risk & Issue Management

Proactively identify potential risks and issues related to service delivery and develop mitigation plans.
Ensure lessons learned are documented and incorporated into future processes.

Reporting & Documentation

Prepare and present regular reports on incident trends, SLA performance, and improvement initiatives to stakeholders.
Maintain comprehensive documentation of processes, procedures, and service levels.

Technical Knowledge & Training

Keep abreast of the latest industry best practices, tools, and technologies relevant to IT service management.
Facilitate training and knowledge sharing within the team and with stakeholders to promote best practices.

Qualifications:

Minimum 10 years’ experience working in an environment based on best practice of ITIL frameworks and governance.
Experience in IT Service Management, including IT Incident, Problem, and Change Management, as well as driving Continuous Service Improvement (CSI).
Knowledge of IT infrastructure and application technologies.
Experience in handling complex situations and escalations.
Proven ability to work with a diverse set of stakeholders.
Certification in IT Infrastructure Library (ITIL) v3 or above is preferred.
Strong leadership and team management skills to mobilize technical resources for incident resolution.
Technical knowledge and troubleshooting skills of IT infrastructure and applications.

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).

About the Company

AXA

Global insurer offering life, property, casualty

AXA is a global insurer and asset manager that provides life, health, and property and casualty insurance, as well as related financial services. Its products work by customers paying insurance premiums in exchange for coverage against risks; AXA pools risk across many policyholders, prices premiums based on risk, and pays claims when events occur, while also offering investment and retirement products through its asset management arm. The company has grown through large acquisitions, giving it a wide geographic footprint and a diverse mix of personal, commercial, and specialty insurance offerings. This scale and breadth set AXA apart from many competitors, alongside a long history of strategic mergers that expanded its reach to customers around the world. AXA’s goal is to be a leading global insurer and asset manager, delivering financial protection and long-term value to customers and stakeholders.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1816

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