Service Delivery Manager

Job Title

Service Delivery Manager PLM Foundations

Job Summary

Are you passionate about IT & its application to Engineering & PLM, experienced in Project & People management, software development techniques and convinced by the business added value of the digitalization of Engineering & PLM Domain functions.In the frame of Airbus Digital journey, the objective being to transform the company and to prepare it for the future. This transformation includes new global governance, new ways of working and the implementation of digital business services and platforms managed under Airbus PLM Foundations PSL.

Airbus is looking for an experienced Service Delivery Manager familiar with ITIL processes and KPIs, vendor management within the frame of RUN activities and a broad Knowledge of Information Management, to join the PLM Foundations PSL.

Responsibilities

• Hold the full responsibility to drive the service delivery in the right direction to achieve success.
• Takes proactive action to ensure stable and secure applications and IT infrastructure to avoid potential service disruptions, attending to capacity planning and to 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 level of customer satisfaction.
• Monitor overall performance of services and timelines.
• Prepare, maintain and analyze service reports to address any possible delays/issues before it occurs.
• Identify KPIs and create the right reporting parameters and mechanism.
• Distribute KPI/service reports weekly/monthly to key internal stakeholders and alert any potential issues.
• Create, review and maintain Knowledge Articles.
• Ability to communicate across the team regardless of organizational boundaries to achieve the goal.
• 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 to speed up the delivery timelines; Ensuring operations teams are aware of changes and are prepared to perform the delivery as agreed; Investigate business concerns about service, timeliness and quality; Manage suppliers regarding recurring activities, Good Receipts, monitor the activities; Shall be willing to work in European Shift Times when needed (upto 10.30 PM IST in Summer and 11.30 PM IST in winter).
• The Service Delivery Manager will be responsible for delivering and managing the service delivery improvement plan, managing risks and issues. Supporting any changes through effective communication and coordination at all levels of the organization.

Qualification & Experience

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

Success Metrics

• Success will be measured in a variety of areas, including but not limited to Agile mind-set, collaborative way of working, quick reaction in case of operational issues, SLA fulfillment & service availability
• Effective Coordination, Successful Collaboration
• Customer-first mindset
• Assertiveness
• Crisis Management

Required Competencies

• IT System Operations (2 - Autonomous Level)
• Partner & Subcontractor Management (2 - Autonomous Level)
• Problem Management (3 - Advanced Level)
• Service Delivery (3 - Advanced Level)
• Service Level Management (3 - Advanced Level)
• Intrapreneurship Thinking (2 - Autonomous Level)
• IT & Business Strategy Alignment (3 - Advanced Level)
• Product/Service Planning (4 - Referent Level)
• Product Life Cycle Control (3 - Advanced Level)
• Solution Deployment (2 - Autonomous Level)

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company s success, reputation and sustainable growth.