Service Delivery Manager

Purpose

The CSEC entity (Customer Services & Excellence Center) of JPS Hub in IDEMIA Public Security division gathers around 30 people located in Europe. Within the CSEC entity, you will be in direct contact with customers but also with our support branches worldwide and our pre-sales team.

Your permanent objective is to maintain in operational conditions the systems that handle identity documents production, law enforcement and border control 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.

Key Missions

Responsibilities

You will bring your expertise in:

• 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),
• 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.

Management Skills

• Able to manage and organize different stakeholders from different teams.
• Crisis management.
• SLA management.
• Technical activities follow up.
• ITIL process knowledge/certification.

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.
• Excellent reporting in English (verbal and writing) and French.
• Spanish – nice to have.

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.

Educational & professional background

• 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.