Mustafa Coskun

- Define Value Chain and design E2E processes of AXA Group Operations (GO) for CORE and Supporting Processes - Define methodology & rules for documenting processes within AXA GO - Implement Core & Supporting processes in Agile (IT Demand Mgt., Project Portfolio Mgt. Product Portfolio Mgt., ITIL, Financial)

- Design of E2E processes for RUN and CHANGE area (Customer Demand, PPM, CPI, Charging Processes) and implementation in tools - Design of Target Organization, Operating Model and reassignment of FTEs to the new org. (400+) - Implement E2E Core & Supporting processes in Agile (IT Demand Mgt., Project Mgt., ITIL, Financial)

- Cloud Move – Accountable for operational and compliance readiness - Transformation and digitalization of IT services - Design and implementation of PoCs: Global Processes (Change-Problem-Incident), IT Financial, Cobit Controls, IT vendors, Operations, COO - Implementation of 3rd Party controls

- Compliance framework : Set up of an audit & control framework and define IT controls based on COBIT5 framework - Process assessment tool: Definition of an assessment tool in order to provide a maturity level of ITSM processes and SMO services

- Design and establish Customer Service Indicators: Development of standard Key Performance Indicators (KPIs) in order to measure the quality of service provided to internal customers and business - Analysis of ITSM processes and set up of dashboards: Analysis of ITSM process maturity levels, definition of standard KPIs and development of dashboards using QlikSense BI tool - Establishment of IT Service Level Agreements

- Setup of a ServiceDeskQuality(SD-Quality) & escalation function: Led the introduction of a quality function team to improve the Global Service Desk services. Established SD Quality as a central point of contact for End-User feedback collection and issue resolution

- Transition to a new Service Desk provider: Project lead for design and implementation of a new IT Service Desk to enhance end-user satisfaction in Germany, including the creation of the SoW (Statement of Work) and definition of SLA/OLA. The success of the project has been recognized by the AGCS Board of Management and the CEO with a personal appreciation letter - SLA Definition Project: Definition of an IT Service Catalogue, implementation of Service Level Objectives, and implementation of a Service Level Reporting within AGCS IT - Ageing of Tickets Project: Identified reasons for the high number of aged tickets within AGCS, suggested potential improvements and implemented several key Quick Wins resulting in a significant reduction in aged tickets globally and improvement in customer satisfaction - Service Acceptance Project: Identified and developed measures for improving, standardizing, and stabilizing handovers of new or changed applications into production environment using a common, globally accepted Service Acceptance process - AIM Incident & Problem Management: Analysed the current incident & problem management processes performed by 2nd / 3rd level support teams and developed measures to ensure a seamless interface between Service Desk and 2nd / 3rd level support teams - Use-Your-Own-Device Project: Roll out of Use Your Own Device (UYOD) solution to enable usage of private devices besides using corporate devices