Description
We're seeking an experienced and forward-thinking Senior IT Services Manager to lead the evolution of our IT services with a strong focus on delivering exceptional customer experience. This critical role will shape and enhance service integration and management, internal business services, and network and infrastructure. You'll play a key part in aligning our IT services to changing business needs, ensuring they are seamless, efficient, and consistently customer-centric.
Working closely with technology and business leadership, you will drive a collaborative approach to designing and delivering services that support strategic goals and enable operational excellence across the organisation.
At AXA, we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team, and our customers. You'll work at least 40% of your week away from home, moving to the majority of your working week from September 2025. Away from home means either attendance at one of our office locations, visiting clients, or attending industry events.
What you'll be doing:
1. Lead, inspire and develop the IT services teams to deliver operational excellence while embracing change and transformation initiatives.
2. Promote a culture of engagement, collaboration, continuous learning, and accountability.
3. Effectively manage change.
4. Maintain a customer-first approach, ensuring that IT services consistently meet or exceed expectations in terms of availability, performance, and responsiveness.
5. Act as a strategic partner to the business by understanding evolving customer needs and working to align IT services to those needs.
6. Oversee the seamless delivery of IT services to the business, ensuring that service levels and key performance indicators are met or exceeded.
7. Maintain an effective Controls Framework to ensure adherence to IT Security, Risk, Compliance, and Governance standards and requirements.
8. Drive simplification and standardisation of IT processes to enhance efficiency and service delivery.
9. Manage and optimise the organisation's IT network and infrastructure, ensuring that it is secure, resilient, and capable of supporting both current operations and future growth, particularly in Cloud services and operations.
10. Oversee the integration of multiple IT services and vendors to ensure a cohesive and unified IT service delivery model.
11. Oversee the management and optimisation of cloud services to ensure secure, scalable, and cost-effective cloud environments that support the organisation.
12. Continuously monitor and optimise cloud services to ensure performance, security, and cost-effectiveness, aligning with business and customer needs.
Qualifications
1. 7+ years of experience in managing and leading IT service operations within a financial services or similarly regulated environment with proven experience in managing operational excellence (essential).
2. 3rd level qualification in an IT discipline, or equivalent experience (essential).
3. ITIL practitioner (desirable).
4. Demonstrated experience managing vendor contracts and relationships ensuring third-party providers meet performance standards and align with business needs.
5. Deep understanding of IT service and operations, with the ability to lead teams through complex technical changes and modernisation efforts.
6. Regulatory compliance: Knowledge of financial services regulatory requirements (e.g. PCI DSS, GDPR) and the ability to ensure IT services adhere to security and compliance standards.
7. Understanding of IT networks, servers, storage, data centres. Experience in infrastructure optimisation, security, and scalability.
8. Expertise in service management principles including ITIL and SIAM.
9. Proficiency in managing IT operations. Familiarity with automation tools and technologies for enhancing operational efficiency.
This recruitment campaign will be used to support permanent, temporary and/or extension for any upcoming similar positions.
This role is an allocated Controlled Function under Fitness & Probity Regime, which means the successful candidate will be subject to an enhanced level of background screening requirements.
To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.
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