Global Service Owner for distributed managed OS

About

As a Global Service Owner for distributed managed OS, your main objective is to : Protect all Service oriented non technical processes for end to end IT Product Management

Responsibilities

• Manage all technical and architectural oriented platforms and processes being part within a formal ITIL Enterprise Foundation framework ( ITSM ) and Global Enterprise Product ( Windows Server )
• Focus on QoS, Product Evolution, Design and Automation ( including AI technologies ) for distributed managed OS Product Teams ( Windows Server )
• Act as Governance, escalation and coordinating Instance to reduce MTTR, MTTA, MTTF, MTBF scenarios within the Product ( increase Product efficiency and outlook )
• Oversee all kind of relevant KPIs, SLAs, OLAs for the Product Team and establish a pro-active communication and sharing enviornment to further optimize and support new upcoming trends like AI-Ops, shift left activities, pro-active Incident avoidance and automation capabilities for operational business
• Manage your Global Build – Engineering Squad offering Windows Server solutions to the Global AXA Group
• Drive Global team transformation and team enhancement cross all the timezones
• Be the trusted advisor instance in the Product to troubleshoot, support and assist on Windows Server functionality and evolution.

Qualifications

We are looking for someone with the following experience and skills:

Experience

• Senior and advanced experience in managing ITIL / Prosci related enterprise environments (e.g., ADKAR within change management)
• Good understanding of state-of-the-art enterprise IT environments, especially Managed OS and Managed Databases (distributed server environments including Linux, Windows, Oracle, SQL)
• Good knowledge of current and legacy Operating Systems and Databases
• Deep understanding of QoS frameworks and how to manage and optimize QoS concepts
• Advanced knowledge of ITIL V3 / V4 service delivery processes
• Specific experience with ITSM processes such as Incident, Problem, and Change (IPC)
• Interest in future-oriented cloud solutions and platforms like Amazon AWS, Microsoft Azure, or private data center technologies
• Base or advanced experience in Power BI development

Technical skills

• Management of enterprise environments following ITIL / Prosci frameworks
• Expertise in ITSM processes (Incident, Problem, Change)
• Knowledge of enterprise IT infrastructure (Operating Systems, Databases, Cloud Platforms)
• Power BI development skills
• Understanding and application of QoS frameworks and optimization techniques
• Executive-level communication and presentation skills, including handling sensitive client issues

Soft skills / transversal skills

• Leadership and organizational skills with the ability to guide and mentor key stakeholders
• Autonomous, proactive, and able to manage complex situations independently
• Team spirit with a strong attitude in relationship management and team building
• Open-minded, strong communication skills, and stakeholder management
• Customer-centric and results-oriented mindset
• Ability to influence, analyze processes and trends, and drive improvements
• Multicultural sensitivity and love for working in global, distributed environments
• Strong interpersonal skills, including managing relationships and working autonomously
• Proactive and self-organized work approach
• Good command of English (upper intermediate level)