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Regional Service Delivery Manager

Service Delivery Manager (Private Cloud) for North Europe F/M

Location BELGIUM
Experience level Experienced Hire
Job details sector Information Technology
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The Regional Service Delivery Manager is supervising the quality and performance of the Private IaaS delivery towards the client(s) in his region, and ensures that the Service Levels are achieved. He is the focal point for Private IaaS Service Level Management on a regional level within AXA Tech. He is working in close collaboration with the Global Service Delivery Manager who is accountable of the end-to-end delivery (from the vendor towards the client) in AXA.
The Regional Service Delivery Manager:
* Is Accountable for the quality of service linked to the Private IaaS solution delivered by IBM (Global Buy) in his region:
* Is the main interface towards IBM for the operational day to day management in his region
* Supervises and monitors the performance and quality of service delivered by IBM, by reviewing the monthly regional SLA and QOS reports as agreed in the contract
* Makes sure that Operational Level Agreement (OLA) with vendor is fulfilled at the agreed service level targets and agreed cost conditions in a secured way
* Reports on regional service levels and generates alerts in case the KPIs are not met
* Communicates to Global Service Delivery Manager in case of disagreement on indicators with IBM
* Builds a close relationship with IBM at regional level and provides the vendor the necessary insights to enable proper operations of Private IaaS service (capacity management, Incident - Change process...)
* Is responsible for operational readiness, acceptance and validation tests on Private IaaS (staffing, tooling, planning…) to guarantee proper QOS
* Chairs the regional operational governance meetings with the Supplier (IBM)
* Follows-up IBM Service Improvements Plan in his region
* Chairs Local Service Delivery Committee with IBM

* Is Accountable for the quality of service linked to the Private IaaS solution delivered by internal AXA Tech Global Services (Global Make) in his region:
* Supervises Global Make operational service activities in his region
* Monitors Global Make service operations performance and quality of the delivery for his region (review SLA report provided by Global Make teams)
* Makes sure that Operational Level Agreement (OLA) for each Global Make is fulfilled at the agreed service level targets in his region
* Reports on Global Make service levels in his region
* Drives the continuous improvement of the service internally in his region: proposal for Service Level reset, SIP (Service improvements Plan); optimization rationalization, standardization of processes and procedures
* Ensures standardization of processes, tools and methodology for Global Service (global mindset)

* Is Accountable for the quality of the overall service (Global Buy + Global Make) towards his region:
* Tracks Private Iaas services delivered to the clients, manages stakeholder communications and coordinates the resolution of the operational issues in case of major QOS disruptions (in coordination with GOM teams)
* Ensures proper incident/problem/change management linked to the Private IaaS environment to guarantee stability, availability and performance of the Private IaaS platform, this in close collaboration with local or global MIM and Change organization
* Ensures proper resolution of Private IaaS incidents P1-P2 / P3-P4 in close collaboration with SME Private IaaS Expertise teams - MIM organization in his region
* Has an overall view on the change - releases management whether it is coming from vendor IBM or from internal requests and is working close with Global and Regional Private IaaS Change managers/relays
* Is part of crisis management in case of major outages in his region
* Has the Vision End to End for IaaS services consumption by the client in its context

* Is the main entry point of the Private IaaS Community in his region (and representing his region):
* Animates and coordinates the IaaS expertise project teams (functional link) on all delivery topics
* Participates to the regional service delivery management community
* Mobilizes ad hoc stakeholders to always ensure proper capacity and availability management
* Ensures proper budget building and follow-up with customers, and ensures that support function Finance is taking care of local and regional finance processes


* Proven experience in service management (ITIL)
* Proven experience using Agile methodology
* Knowledge of the Cloud environment and principles is a plus
* Technical background in IT technology (Network, Security, Architecture)
* Good aptitude in relationship management with large amount of stakeholders
* Work and get results in international teams and multi-cultural environment
* Work with minimal direct guidance, self-motivated and proactive
* Assertiveness, empathy, active listening
* Strong communication skills: oral communication, persuasive skills
* Creative and innovation mindset, self learning attitude
* Strong problem solving skills
* Persistent way of working
* Fast adaptation to changing requirements
* Practical, hands on approach to get results
* Customer centric
* Solution & value oriented

Language skills
* English proficiency

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA - a leading global brand and one of the most innovative companies in our industry - onto even greater things.
In a fast-evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

If you are looking for a unique opportunity where you would contribute to one of AXA's main transformation projects, dealing with infrastructure vendor and experts, Private IaaS, Cloud computing and leading edge technology in a multicultural environment, this mission is made for you!


AXA Technology Services - unique provider of IT services for the AXA Group.

Created 2002, January the 1st, AXA Technology Services (AXA Tech) is a branch of the AXA Group which goal is to provide IT infrastructure services to AXA entities in the whole world. Today, AXA Tech works from 15 countries and employs more than 3300 people. It manages about 1 billion euros of annual IT expenses for the AXA Group.

Regional Service Delivery Manager

Permanent contract
Project Manager