Job Summary:
The Service Delivery Manager is accountable for end-to-end services and associated contracts. Key responsibilities include ensuring product availability and reliability, managing service level agreements, operational level agreements, and key performance indicators.
Main Responsibilities:
* Define service and product lines descriptions, SLAs, OLAs contracts, and KPIs with business domains in agreement with the product manager.
* Maintain infrastructure in operational condition in line with OLA/SLAs.
* Ensure services meet or exceed customer expectations by monitoring and tracking system performance against negotiated service-level agreements.
* Manage actions for mitigation in case of non-fulfillment in agreement with the product manager.
* Monitor insourced and outsourced teams and activities (in conjunction with contract management).
* Analyze and diagnose system failures to ensure continuity of operations.
* Realign targets using key value metrics on business value delivered by the Product to customers.
* Implement technologies and processes that improve reliability, efficiency, and availability of systems environment (including public cloud).
Requirements:
* Bachelor's degree in IT, Engineering, or Management.
* At least one year of experience in service delivery, service level management, solution performance, database management, product/service planning, component integration, solution deployment, testing, user & change support, incident & problem management.
* Experience in development languages C#, Java, JavaScript.
* Knowledge of SAP Ariba, ServiceNow, and Splunk software.
* Familiarity with Google Suite.
* Strong customer-oriented attitude focused on Customer Expectations & Needs understanding.
* Deliverable-driven with ability to work under short deadlines.
* Good analytical skills with ability to switch from big picture to detailed view.
* Fluency in English.
Benefits:
* Opportunity to grow skills and capabilities through Airbus learning offer.
* Hybrid working model allowing combination of onsite and offsite work.
* Modern office at Parque das Nações with good public transportation connections.
* Motivated and fun crew to grow and build together.
* Intense and exciting onboarding experience.
* Work-life balance and flexible working arrangements to stimulate innovative thinking.
This job description reflects the core accountabilities of the position. Some incumbents may be required to perform other related duties as needed to meet the changing needs of our business.