Senior Service Delivery Manager


Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.


Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.


Purpose of the Job

Global scope and mission:

Your permanent objective is to maintain in operational conditions the systems that handle IDEMIA Public Security T&T ( border control, passenger flow facilitation)  activities with high level of availability requirements, as well as oversee evolutive maintenance of such systems, in accordance with customer needs and requirements.

This Job will give you the opportunity to work in an international context with rich diversity projects, to do short missions in France and abroad, to extend your international network.


Main Missions & Expected Results


Special empowerment:

You will bring your expertise in:

  • The definition of maintenance strategies and manage maintenance for complex technical solutions,

  • The definition of maintenance strategies,

  • The establishment and validation of associated quotations,

  • Optimization and adjustment if needed of the strategy in place,

  • Maintain customer satisfaction (keeping the associated KPIs – availability, contractual milestones),

  • Manages complex and critical situations in autonomy with the customer,

  • Budget management: monitoring of maintenance budgets,

  • Management of the teams on the field (subcontractors or third-party maintainers),

  • The animation of internal and external meetings (Client) and generally, you ensure the communication on the activity of maintenance projects,

  • Explaining or summarizing complex issues, defines and communicates associated actions plans,

  • Coaching and tutors less experienced SDM.


Profile & qualifications


The job holder should have management, technical, communication, interpersonal skills


Management Skills


  • Able to manage and organize different stakeholders from different teams

  • Able to tutor less experienced SDM.

  • Crisis management

  • SLA management

  • Technical activities follow up

  • ITIL process knowledge/certification

  • Nice to have leadership skills


Technical skills


  • Technical experience on solutions providing complex system

  • Understand and take ownership of client requirements, technical specifications and architecture documentation

  • Ability to understand and analyze Client requirements/needs in order to validate the solution put forward by the technical support team

  • Ability to translate Client requirement/needs into technical requirements and validate the solutions proposed by the technical support team

  • Able to add value onto technical reports

  • Advanced knowledge of project management tools MS Office, MS Project….

  • Knowledgeable on Client support management tools (CRM….)


Communication skills


  • Able to efficiently communicate

  • Able to work as a team

  • Service quality and client satisfaction oriented


Soft skills


  • Engaged and focused towards the best possible outcome within the standards of quality, security and on time delivery

  • Able to properly express herself/himself in customer environment, good presentation and ability to relate to our customers.

  • Service Delivery oriented

  • Analytical skills, thorough mindset

  • Autonomy

Excellent reporting in English (verbal and writing)

English – nice to have


Educational & professional background


Education Level:


  • Advanced training with a minimum of 5 years experiences in project management and / or operations management with external subcontracting.

  • Experienced in implementing or operating of complex systems with industrial precision machines (mechanical, laser…).

  • Engineer Diploma (Specialty in Industrial maintenance)

  • ITIL certifications qualification would be a plus



By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.


We deliver cutting edge, future proof innovation that reach the highest technological standards 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.


Visit our website to know more about the leader in Identity Technologies