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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

This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.

Key Missions

  • Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
  • Monitors customer service KPIs and maintenance budget, and drives associated action plans
  • Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
  • Ensures adequate communication with customer and internal stakeholders through meetings and reporting
  • Proposes improvements to maintenance strategy throughout the life of the contract
  • Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
  • Defines strategy and manages maintenance for complex technical solutions
  • Manages complex and critical situations in autonomy with the customer
  • Explains or summarizes complex issues, defines and communicates associated actions plans
  • Coaches and tutors less experienced SDM

    • Profile & Other Information

    • At least 5 years of client-facing experience in service delivery, maintenance management, or technical support operations.

    • Proven experience managing high-severity incidents, system outages, and complex technical issues in a fast-paced environment.

    • Strong ability to handle business-critical operations, with confidence in driving crisis management, resolution plans, and stakeholder communication.

    • Experience in defining and improving maintenance strategies, including support organization, software updates, and service performance monitoring.

    • Able to work independently while managing customer expectations, coordinating internal teams, and coaching junior team members.

     

    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

    www.idemia.com

    Apply now »