Platform Operations Lead

Job Description:

About AXA:

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

AXA UK Support Functions look after our three customer-facing business units, providing the infrastructure and expertise to make sure we can be there for our customers.

Job overview:

We have a new opportunity for a Platform Operations Lead to join us, ensuring the stability, performance and effective delivery of platform services. This role is focused on service management, operational coordination and stakeholder alignment acting as a deputy to the Platform Operations Manager.

Key responsibilities:

Support day-to-day operations to ensure platform stability and performance

Lead incident, problem, and change management coordination

Act as incident lead during major outages, ensuring structured response and communication

Lead the operational onboarding of new services, features, and capabilities into BAU

Ensure all services meet operational readiness criteria (documentation, monitoring, support model, SLAs)

Drive initiatives to improve operational efficiency, reduce manual effort, and implement sustainable solutions

Act as a stand-in for the Operations Manager, ensuring continuity of operations

Represent operations in governance forums and stakeholder discussions

Track service performance (e.g., incidents, recurring issues, service stability, tracking consumption-based items)

Ensure that comprehensive documentation and knowledge management artefacts (playbooks, runbooks) are in place and kept up to date

Work arrangements:

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

Your skills & experience:

Proven experience in IT service Management, Service Operations, or Platform Operations

Experience managing incident, problem, change and major incident processes in a production environment

Ability to work with third party suppliers and managed service providers

Proficiency coordinating operational readiness and service transition for new platform capabilities

Strong knowledge of ITIL service management practices e.g. Incident, Problem, Change, Major Incident and Service Transition)

Expertise in leading stakeholder management across business and technology teams

Strong troubleshooting, analytical and documentation skills

Experience supporting enterprise SaaS platforms with Salesforce experience highly desirable

How to apply:

#LI-Hybrid

Salary: £55,000 - £57,000 dependent on experience