Head of Application Demand Operations
Head of Application Demand Operations
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Job Description
Head of Application Demand & Operations
Bangalore Karnataka India
The Head of Application Demand & Operations is accountable for Operational service provided by Application Delivery. Accountability includes day to day operational service demand management security risk audit and regulatory compliance to auditable processes application delivery process management finance and vendor governance for Application Delivery. They will lead a team of centralized Operations Security Audit and Operational Finance individuals to deliver the scope outlined. S/he are accountable for the creation and governance of operational Best Practices and Guidelines (in conjunction with key stakeholder groups).
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What will your essential responsibilities include
Operational Day to Day Management including ensuring consistent and effective of Incident Problem and Change Management processes.
First escalation point for Service Management and coordinator of any service improvement plans.
Governance on the delivery of contracts across Application Delivery working with Delivery Leads and Application Managers to ensure maximum benefits are realized and SLAs are meaningful and adhered to.
Management of the shared Level 1.5 team. Improving processes increasing first time fix and reducing ticket volumes permanently through automation and elimination.
Transition Management during vendor changes.
Management of all Application Delivery BAU licensing and operational costs.
Owner of all audits risk and security metrics.
First point of contact for any Audit Security and Risk initiatives. Working alongside the Security Project Management Lead to ensure that all initiatives have agreed ownership across Application Delivery.
Tracking of all operational audit risk and security deliverables ensuring effective remediation plans are in place.
Application Delivery Project demand assessment including creation of estimates resource needs contribute inputs into the creation of business cases and understanding the customer needs.
Understand departments resource demand and capacity on in flight projects as well as planned work for projects and nonproject work.
Proactively plan for resource demand over a 6month horizon.
Provide financial reports and analysis to support decisionmaking related to resource allocation and budget management.
Centralized small change budget ownership planning and tracking partnering with application delivery teams.
Application Delivery Process Management Process Development and Rollout of Process Changes.
Delivery to AXA Group standard metrics as needed e.g. Technical Debt including planning out the application currency and software obsolescence trajectory.
Patching coordination for Application Delivery.
Disaster Recovery coordination.
Working with key stakeholders lead the enhancements of the Application Operations Best Practices as a mechanism for driving an efficient consistent approach.
Lead coach and manage a team 20 Operations Leads Security Analysts Finance and Operations Manager Application Managers.
Work closely with the Head of Application Solutions Head of Digital Factory and Head of Transversal Application Services and Service design to ensure all projects are transitioned into BAU.
Creates highlevel organizational goals and objectives for Application Operations. Ensures synergy with the broader business and Global Technology vision.
In collaboration with Procurement manages RFI/RFPs contract negotiations and delivery of contract terms. Actively removes underperforming suppliers from Application Delivery.
You will report to Global Head of Transversal Application Services.
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Were looking for someone who has these abilities and skills:
Required Skills and Abilities:
Significant IT and business/industry work experience including experience in areas such as application support processes ITIL managing application operational teams.
Adept at vendor management both commercially and interpersonally with a clear understanding and significant experience of executing of T&M Managed Services and Managed Outcome commercial models.
Influencing senior level management and key stakeholders.
Displays an adaptable and flexible working style remaining calm under pressure adjusting comfortably to changing conditions/priorities.
Demonstrable ability to solve complex operational problems/issues.
Excellent communications skills which are adapted to different audiences and can effectively drive consensus within the delivery team(s) and across stakeholders.
Thought leader in implementing best practices with experience leading teams through change.
Desired Skills and Abilities:
Stakeholder management.
Proven planning and organization skills creating own work schedules prioritizing workload preparing in advance and setting realistic timescales.
Adaptable to new/different strategies programs technologies practices cultures etc. Comfortable with change able to easily make transitions.
AXA XL the P&C and specialty risk division of AXA is known for solving complex risks. For midsized companies multinationals and even some inspirational individuals we dont just provide re/insurance we reinvent it.
How By combining a comprehensive and efficient capital platform datadriven 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
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 and a diverse workforce enable business growth and are critical to our success. Thats why we have made a strategic commitment to attract develop advance and retain the most diverse workforce possible and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. Its 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 AXA XL is an Equal Opportunity Employer.
Sustainability
At AXA XL Sustainability is integral to our business strategy. In an everchanging 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 202326 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. Were 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. Were building a net zero strategy developing insurance products and services and mobilizing to advance thought leadership and investment in societalled 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. Were 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 XLs 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 Experience:
Director
Employment Type
Full-Time
Key Skills
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