Security Service Delivery Officer
Rabat, MOROCCO
Job description
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MAIN MISSION
- 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.
Desired profile
Qualifications :
TECHNICAL SKILLS
· Working knowledge of ITIL Service Management concepts and processes, including incident management, change management, problem management, service request management, configuration management
· 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
SOFT SKILLS
· 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