Service Desk Lead Gurgaon, Haryana, India AXA XL Global Technology (GT) division has been going through significant transformation including simplification of applications landscape across geographies and business units, Cloud transformation and migration to strategic platforms, as well as operating model transformation to support upcoming technological and business process changes. These include centralizing, previously regionalized support teams, setting modernized standards and processes to allow us to support the business in a responsive and flexible way, while providing a follow-the-sun methodology. The Service Desk Manager will lead regional teams of service desk staff across India, Poland and the US, to provide end to end services for AXA XL colleagues. What you'll be DOING What will your essential responsibilities include? Be the focal point, globally, for AXA XL Service Desk, ensuring exceptional collaboration across GT teams and the wider business. Lead the day-to-day service desk operations including staff / shift scheduling, workload distribution and continuous improvement. Ensure the global turnover of incidents is effective, providing a seamless 'follow-the-sun' methodology. Be responsible for KPI/SLA performance adherence and reporting, ensuring any breach is escalated in the proper manner and communicated effectively. Using AI, drive a shift-left programme to simplify and improve the end user experience. Accountable for operational delivery, strategy and governance of the Service Desk, provided to the business globally across multiple global locations. Management responsibility for the regional service desk managers, ensuring a high-level of collaboration across other geographical locations. Support recruitment and shape a high-accountability, high-performance culture. Ensure efficient processes and procedures are in place for the regional service desks. Responsible for additional local country duties as agreed with local HR / Legal teams. Be a proactive member of the GT IT Operations Leadership Team, collaborating closely with other ITOLT members. Take ownership of ITOLT actions and improvements to help drive service excellence. You will report to Global Head of IT Operations. What you will BRING We're looking for someone who has these abilities and skills: Required Skills and Abilities: Relevant years of management experience in a Service Management or Service Desk environment (e.g. call center/help desk/service desk/desktop support/ITSM). Significant experience leading and working with large, dynamic, virtual teams, across time zones and offshore with high resource utilization and productivity, including where teams are highly matrixed - both in centralized and decentralized environments. Has robust understanding of business operations and how to use this to effect change. Ability to manage business demand against current capacity. Be comfortable in being an escalation point for senior stakeholders. Planning and execution are oriented with the ability to provide creative solutions and analytical decision making. Understands user / business problems from all perspectives and analyze available options and constraints. Experience in budget management and financial planning. Understand the financial impact involved in running a services desk. Attention to detail to be able to produce concise and accurate reports / presentations when required. Exceptional stakeholder management skills to proactively build relationships across GT and the wider business. Desired Skills and Abilities: Robust written/verbal communication skills as well as solid analytical and problem-solving skills. 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. Who WE are AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it. How? By combining a comprehensive and efficient capital platform, data-driven 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 axaxl.com What we OFFER Inclusion 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 enables business growth and is critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It's 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 axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer. Total Rewards AXA XL's Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do. We're committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence. Sustainability At AXA XL, Sustainability is integral to our business strategy. In an ever-changing 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 2023-26 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. We're 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. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led 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. We're 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 XL's "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 axaxl.com/sustainability.