Service Delivery Management NL
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
IDEMIA Public Security is one of the leading global providers of biometric solutions that facilitate and secure movements, access, and protection.
We are seeking a Service Delivery Manager to ensure the operational continuity of systems responsible for managing IDEMIA Public Security Travel & Transport activities, including border control and passenger facilitation flow. This role involves maintaining high availability levels and overseeing the ongoing development of these systems to meet customer needs and requirements.
This presents an excellent opportunity to engage in diverse international projects, participate in short missions both in France and abroad, and expand your global network.
Key Missions
As a Service Delivery manager, you will also help us to:
- Develops and implements maintenance strategies aligned with customer needs, encompassing spare parts management, software updates, and support team organization.
- Monitors and manages customer service KPIs, maintenance budget, and associated action plans to ensure efficiency.
- Coordinate field customer support engineers, whether internal based in Romania, subcontractors, or third-party maintainers.
- Facilitates clear communication with customers and internal stakeholders through regular meetings and comprehensive reporting.
- Drives continuous improvement initiatives in maintenance strategies throughout the contract lifecycle, including effective crisis management and resolution.
Profile & Other Information
You will guarantee your success if you:
- Have a similar experience managing and delivering complex projects or services to clients.
- Have an experience in project management managing a budget.
- Take ownership of understanding client requirements, technical specifications, and architecture documentation.
- Analyze client needs to validate solutions proposed by the technical support team and translate them into technical requirements.
- Utilize advanced project management tools such as MS Office and MS Project, along with client support management tools (e.g., CRM), to enhance technical reports and effectively manage client support.
- Are comfortable speaking Dutch & English.
Even better if you have:
- Knowledge and experience in Security and ABDO (NL Certification) would be highly valued.
- An experience working with public authority client
- ITIL certification
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