IT Country Head - Italy
6 gg fa


Within the IT Services organization, the Services & Operations department has the ambition to provide a single interface for markets, delivering all IT Services (technical and application) to the entities.

  • This means ensuring the service delivery is achieved with the expected level of quality and at the expected cost. As being close to our customers, this organization has also the responsibility to the product and market dimensions;
  • i.e. securing that client expectations are considered in the product roadmap as well as securing that the customer agenda includes the product roadmap.

    The role of Service and Operations Country Head is a key pillar in the relationship between the Group IT organization, especially IT Services,and AXA Markets and Entities.

    Proximity and Entities Centricity are enforced through the local presence in countries, which is managed in single accountability by the Country Head Executive.

    In his role, he needs to drive high quality of service aligned with the countries expectations, covering all aspects of the Group IT Service portfolio (Application and Technical).


    The Country Head is essential to ensure the synchronization and consistency of all activities towards the Entities including a single accountability.

    Depending on the size of the team and on the variety of activity, the Country Head role consists of different possible roles and activities :

    Account Executive for the Entities in the country

    Manage overall relationship with local Business and IT

    Understand business needs and consult Entities to find the right technical solutions and ensure the IT Services Product strategy is aligned to local needs

    Build with Entities and Product Managers the overall deployment plan (multi-products) with associated financial plans (SFL commitments, joint strat plan, )

    Manage IT Services invoicing based on volumes & prices for Entities Representative in Entities Governance, Member of the Entities CIO ELT

    Local Delivery Manager

    Managing demand and accountable for IT delivery adapted to local context (agile )

    Accountable for SLA’s of service integration, client satisfaction, reporting & Entities applications

    P&L accountability for service integration and Entities applications

    Drive the simplification of the IT landscape through up to date platforms and decommissioning as per product strategy

    Apply assets & data protection measures and support compliance & risk management standards implementation within AXA IT Services in line with Group Operations Standards

    Accountable for skill & resource management for the AXA Services IT staff in his teams

    Is responsible of the funding, engagement & operational management of dedicated chapter resources

    Additional activities

    When relevant, provide services to other entities markets, outside of the country scope (mutualized delivery, data center level activities, )

    In addition, the Service and Operations IT Country Head has a key local leadership role to ensure that all Group IT individuals feel part of Group IT.

    This includes management of all local activities (Townhall meetings, local events) for Group IT. The Service and Operations IT Country Head will be the representative of Group IT in all related management committee.

    General Manager (* in the specific context on legal hosting in AIS)

    In Italy Group Operations Organization is legally hosted inside AXA Italia Servizi and the Italy Market in Italy is an organization hierarchically reporting to CIO.

    Therefore even if there is no legal entity, there are some duties related to the legal entity AXA Technologies Services (closed in 2018) and some responsibilities of the General Manager role that needs to be covered.

    Promotes Group Operations identity and collaboration among our staff across all divisions in Italy in collaboration with OpCO internal communications, HR Dept and Group Operations (e.

    g. ensure Group Operations Internal Communications initiatives are implemented in Italy when applicable / appropriate, cascading from Group Operations Management , support Group Operations Events in Italy)

    Act as hosting manager for Group Operations employees in Italy which are not part of Italy Market Organization.

    Act as point of escalation for local workforce, sourcing, career evolution with AIS to ensure adherence / consistency with Group Operations for processes and policies when applicable

    Be responsible for Group Operations cost center in Italy (approx. 11m€) , ensuring appropriate P&L balance

    Represent Group Operations in IT Organization and in AIS , including IT Comex



    Technical skills :

    Proven track record in IT Service delivery and developing IT service strategies and tailoring standard services to customer requirements

    Customer centricity with strong service oriented thinking. Holds self and others accountable for delivering high-quality results on time and within budget.

    Ability to manage IT and business requirements equally and a good understanding of IT and insurance business

    Ability to win the trust of internal customers and other parts of the organization while challenging and fostering change

    Entity Relationship Management :

    Strong experience in Account management / customer relationship management including contract management

    Be at ease with internal sales activity, and an advocate of the IT service catalog

    Ability to aggregate & report on entity relationship KPI (SLA, Financials, Target letter KPI)

    Program Management with strategic step back

  • High level of maturity in people management and people interface skills, working both across cultures and at various levels of the organization
  • Complex context appropriation and communication capabilities for managing reports and relationship at Executive level
  • Ability to work under pressure with very tight deadlines
  • Ability to drive delivery and advance complex global programs despite potentially adverse and changing conditions through effective governance and targeted executive escalation
  • Expert judgment with the ability to quickly identify, analyze, evaluate and resolve problems at the local / regional / international level which could negatively impact global program implementation and / or financial results
  • Manage cross-functional risks / issues across inter-cultural dimensions
  • Strategic Vision

  • Align teams around a clear vision and common sense of purpose
  • Ensure Processes, Resources and Objectives support both short and long-term goals
  • Articulates a Vision, develops organizational goals and strategies

    Effectively communicates the group vision & goals & the benefits in achieving the same

    Maintains the perspective of a large scale and aligns actions and contributes to overall organizational strategy enhancement including learning’s from benchmarking activities and reviews

    Understands and articulates the projected direction of the organization and how changes might impact the group

    Is aware of the projected directions of the external environment and key differentiators vis-a-vis competition and uses this information to anticipate how these changes would impact the organization

    Building Capability

  • Be responsible for direct / hierarchical management as well as federate multiple stakeholders with no hierarchical link
  • Select, recruit, develops and retain team members whose competencies are critical for the transformation overall success
  • Provide on-going feedback and empowers team members to get their full involvement and contribution
  • Creates an environment for developing & fostering leadership excellence

    Results Orientation

  • Ensures objectives are ambitious, demonstrates a sense of urgency and redirects efforts if necessary to maintain sound time-
  • management of the programs

    Takes calculated risks in decision-making & seeks inputs from the team / stakeholders for the same.

    Focus on Customer

  • Builds collaborative relationships with both customers, partners and internal members
  • Leads through Actions

  • Has a high degree of work ethics and leads by example
  • Creates an environment of trust and collaboration by adhering to the principles of availability, attentiveness and Reliability and providing on-
  • going feedback and empowerment to teams

  • Demonstrates effective leadership for international / cross-cultural teams
  • Recognizes potential leaders & provides them with challenging assignments / stretch goals

    Creates mechanisms to recognize individual / group contribution & achievements

    Can effectively mentor others to acquire this competency

  • Fluent Italian
  • About AXAWould 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.

    What We OfferAt AXA, we lead an HR policy that encourages diversity, maintains your professional and private life balance and accelerates the skills and career development : promotion of diversity, remuneration policy, training device, .

  • Discover everything that makes AXA an employer of choice.Whatever your job is, we strive to offer you career opportunities.
  • Our goal is to develop your skills to support the transformation of our changing business.

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