Head Of Service Desk And Workplace

Head Of Service Desk And Workplace

The Head of Service Desk and Workplace is a key asset and enabler for AXA Partners business performance. As the Head of Service Desk and Workplace for AXA Partners Spain, you will define and drive the workplace of the future with the objective of leveling up the work experience of 1200 contributors of the organization. Is an impactful position that will drive a strong contribution to AXA Partners Spain as a great place to work, supporting our 24/7 activity and building meaningful decisions for optimization. Due to the nature of this position this is a full on site job with no work from home option.

In this role you will be leading the activity of all IT support through an internal team and our strong partnership with our key provider in the field. As well, you will need to be part of a workplace leads ecosystem at AXA in Spain, in AXA Partners Group as well in the industry. By putting our end customer at the heart of your day to day, you will support each agent and contributor to get their maximum through better IT tools and support and an enriching workplace experience. You will be full owner of the budget and provider relationship as well as the team performance and development. You will be in charge of managing purchases and suppliers. You will lead every change and transformation initiative of the workplace and support, addressing relevant challenges in the process of modernization and technologization of an assistance company. You will report to the head AXA Partners Spain CIO at local ExCom.

Success for a Head of Service Desk and Workplace will look like happy users with all IT tools at work within current level of budget spent on BAU activities. Your main activities will consist in:

• Develop data capture, metrics and indicators for the service
• Master current tools and processes as well to lead the improvement of them
• Develop strong relationship with AXA Partners ecosystem (other workplace teams, providers, infrastructure and network, local ExCom, heads of service, and so on)
• Secure strong BAU delivery through the team and our main provider
• Manage budget proactively and wisely
• Excel on stock management and purchase optimization

What you'll bring:

• 10 years of experience in IT support like activities or tools.
• Experience leading change in large, complex, multinational, multicounty, matrixial organizations.
• Familiar with automation and massive deployment tools.
• Capability to inspire new technology adoption and able to evangelize both technical and business teams.
• Familiar with implementation of AI systems, such as Chat bots, ticket analysis tools, telephony systems.
• Strategic thinking & planning, systemic / big picture approach.
• Strong writing and presentation skills.
• Ability to actively communicate, inspire and motivate all levels of staff.
• Capacity to adapt quickly to changes and learn in all circumstances.
• Disciplined in the execution and ability to synthesize.
• Experience in such tools may be valuable: Nexthink, managed engine, SCCM, Active Directory, Global Protect, Intune, Endpoint monitoring.
• English and Spanish language: professional working proficiency