Service Delivery Manager |Aviation|

Job description:

We are hiring for a Service Delivery Manager based at IGI Airport, New Delhi. Open to relocation to Bangalore, Mumbai or other such project locations.

Travel: Various customer project locations in India and to other company regional offices in NCR/Bangalore and HQ in France.

Department: India (Public Security & Identity Division – Program Department)

Assignment Description:

Service Delivery Manager is responsible to define maintenance strategy (planning & effort estimation quotes) from presales phase and upon project award, ensures management and correct execution of all warranty and maintenance support actions for projects under Public Security business unit. He is the overall responsible for service levels defined as per the contractual obligations of the projects and assessment of the technical risks, contributing so to customer satisfaction. He is also responsible to ensure that costs are kept to minimum, within budget allocated by the Program Manager, and that new business is developed by identifying complementary business opportunities.

Detailed Description (Essential Duties & Responsibilities):
• Define the maintenance strategy from pre-sales phase, prepare the handover to support and take responsibility for maintainable systems
• Ensure the management of support actions (from Technical Support, customer satisfaction, escalation, priority, etc) and risks
• Guarantee the level of service defined in the warranty / maintenance contract (SLA), and the quality to ensure customer satisfaction
• Ensure control of the system configuration, its evolution (including obsolescence)
• Guarantee the means necessary to maintain customers systems
• Manage local third-party maintainers, subcontractors or administrators
• Ensure technical feedback to the Project entity, the centre of excellence (products) and program director/sales (customer evolution request, local competition information, etc.)
• Carry out the warranty and maintenance quotes and recurrently take into account the feedback of the annual maturity balance
• Manage root cause analyzes (8D), especially when customer is dissatisfied
• Define the organization adapted to the proper execution of the contract
• Raise flags during the handover to support
• Reporting:
• Monthly dashboard issued to Program Manager and Senior Support Manager
• Weekly activity report to Senior Support Manager (synthesis of the week, key issues, results)
• Support Activity Report (SAR) to the Customer and Program Manager
• Key Performance Indicators:
• Customer Satisfaction and System Availability
• Cost at completion
• Tickets in Progress (quantity and age)

Candidate Profile (Required Qualifications)
• B.Tech/B.E/M.Tech/MCA or Equivalent degree from an accredited educational institution in Information Technology
• Overall 10+ years of technical experience in project management & maintenance support, with at least last 5 years as maintenance support lead for medium to large scale system integration projects in information systems
• Experience working in Tier 1 MNC System Integration companies
• Strong knowledge of standard hardware & software configurations, Storage and Computing
• Must demonstrate sharp acumen to understand the contract conditions, SLAs and business of the customer
• Hands-on experience providing end-user support in a high availability, mission critical support operation.
• Strong understanding of Customer Support and Helpdesk Best Practices (ITIL certification preferred)
• Must have a knack and experience of managing customer relationships
• Must have experience of managing sub-contractors for support services
• Must have experience of managing suppliers (both internal & external) for IT hardware, software and third party products
• Must have a drive for results and to make things happen, be proactive.
• Must demonstrate curiosity, versatility, dynamism, great autonomy and a good relationship with teams and hierarchy
• Creative, self-motivated, problem-solving skills (thinks outside of the box)
• Strong communication & collaboration skills in a multi-cultural international environment and teamwork skills. Good English, Hindi communication skills (verbal, reading, writing).
• Strong customer relationship skills to deal with customer and other stakeholders regarding support issues with authority

Tools:
• JIRA Support ticket tracking tool & dashboard: in progress tickets
• SAP & dashboard: costs monitoring
• EPM: workload planning
• MS tools (Word, Powerpoint, Excel, Project etc)

Complementary Qualifications (Plus to have)
• ITIL certification
• Prince2 / PMP certified professional

We offer:

We deliver cutting edge, future proof innovation that reach the highest technological standards. We’re well established, and yet still agile. We aren’t too big, and we aren’t too small. And we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Our teams are close and collaborative; maintaining a dialogue and developing human connections matter to us. We are truly international and we know that diversity is a key driver of innovation and performance. We welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

Each of our locations has its own advantages to offer a collaborative and friendly work environment.

IDEMIA. Expect the unexpected. Join the journey of a unique tech company