Service Delivery Manager

Overview

Service Delivery Manager for the PLM Foundations PSL at Airbus, responsible for driving IT service delivery, SLA/KPI performance and vendor management for RUN activities.

What you'll do

• Monitor and coordinate the resolution of issues reported by customers to meet defined KPIs.
• Ensure issues are escalated appropriately and that remote teams are considered within central IS/IT processes.
• Propose improvements and track their status.
• Implement related KPIs to monitor and track issue resolution.
• Define required corrective actions and drive associated solutions with resolution teams.
• Monitor, report on and manage fulfillment of SLAs.
• Manage mitigation actions for non-fulfillment in agreement with PSL product managers.
• Manage maintenance cost allocation together with the business.
• Drive and report on delivery of IS services against Service Level Agreements and cost optimization for infrastructure or applications.
• Ensure services are delivered in accordance with agreed customer requirements and continue to meet or exceed expectations.
• Monitor outsourced teams and activities, in conjunction with contract management in the sourcing teams.
• Hold full responsibility for driving service delivery in the right direction.
• Take proactive action to ensure stable and secure applications and IT infrastructure, including capacity planning and information security.
• Define and implement Service Level Agreements (SLAs) to ensure the right level of support execution.
• Own and manage service delivery OLA/SLA achievement with high customer satisfaction.
• Monitor overall performance of services and timelines.
• Prepare, maintain and analyze service reports to address possible delays or issues before they occur.
• Identify KPIs and create the right reporting parameters and mechanisms.
• Distribute KPI/service reports weekly/monthly to key internal stakeholders and alert them to potential issues.
• Create, review and maintain Knowledge Articles.
• Communicate across the team regardless of organizational boundaries to achieve goals.
• Escalate on time and propose mitigation/corrective action if service delivery is not meeting expectations.
• Develop, improve and implement processes with stakeholder agreement to ensure effective information flow and faster delivery timelines.
• Ensure operations teams are aware of changes and prepared to deliver as agreed.
• Investigate business concerns about service, timeliness and quality.
• Manage suppliers regarding recurring activities and Good Receipts, and monitor their activities.

What you'll need

• Engineering graduate or post-graduate.
• 10+ years of experience developing, delivering and managing IT solutions.
• 6+ years of Service Delivery experience.
• 3-4 years of project management.
• 2-4 years of business process analysis.
• 1-2 years of subcontractor management experience.
• 3-5 years of software/tool development in any technology.
• Certification in ITIL and Waterfall / Agile / SAFe project methodologies.
• Experience collaborating with internal and external stakeholders transnationally.
• Software quality management awareness.

Details

• Willing to work in European shift times when needed (up to 10:30 PM IST in summer and 11:30 PM IST in winter).
• Permanent employment type.
• Professional experience level.