Job Title
Service Delivery Manager
Summary
We are seeking a highly skilled Service Delivery Manager to oversee the end-to-end services and associated contracts. As a key member of our team, you will be responsible for ensuring product availability and reliability while focusing on added value and efficiency.
Key Responsibilities
* Be accountable for the Product availability and reliability;
* Focus on added value and efficiency of the Product;
* Contribute to the strict respect of Time, Cost and Quality of Product delivery including associated services;
* Manage the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs) contracts and Key Performance Indicators (KPIs);
* Negotiate contracts with various business domains or customers in alignment with the IT Product Manager;
* Ensure continuous improvement of the services and integrate new Services opportunities;
Key Tasks and Responsibilities
* Define the Service and Product Lines descriptions, the SLA, OLA contracts and KPIs together with the various involved business domains in agreement with the product manager;
* Maintain the infrastructure in operational condition in line with OLA/SLAs;
* Ensure services are delivered in accordance with agreed customer requirements and that they continue to meet or exceed expectations;
* Monitor and track system performance against negotiated service-level agreements;
* Manage actions for mitigation in case of non-fulfillment in agreement with the product manager;
* Monitor both insourced and outsourced teams and activities (in conjunction with contract management done in the sourcing teams);
* Communicate improvements, updates and obsolescence management of components to the IT Product Manager;
* Provide adequate support 5 days per week at least, depending on the needs of the company and the use of automated scheduling and remote monitoring;
* Perform the ITIL based support processes that include incident, problem, change, configuration, data management, and event & alert management;
* Analyze and diagnose system failures then take corrective action(s) to ensure the continuity of operations, escalating to other technical teams and stakeholders as needed;
* Continuously realign the targets using Key Value Metrics on the business value delivered by the Product to the Customers;
* Identify and implement technologies and processes that improve the reliability, efficiency and availability of the systems environment (including Public cloud).
Requirements
* Degree in IT, Engineering or Management;
* + 1 year of experience working in service delivery, service level management, solution performance, product/service planning, component integration, solution deployment, testing, user & change support, incident & problem management;
* Knowledge of SAP MM;
* Knowledge of Coupa, Splunk and ServiceNow software would be a plus;
* Full mastery of Google Suite;
* Strong customer-oriented attitude focused on Customer Expectations & Needs understanding;
* Deliverable-driven, able to work with short deadlines;
* Good analytical skills with an ability to switch from big picture to detailed view, and to give meaning to complex facts and figures;
* Ethics and compliance adherence is a must, with a clear understanding of rules around data confidentiality (e.g., Procurement process, General Data Protection Regulation (GDPR), etc);
* Good communication and presentation skills and the ability to create trustful relationships quickly in a remote work context and maintain a broad network within the Digital and Procurement functions;
* Fluency in English is a must, knowledge of French is a plus.
Benefits
* The chance to work in a multicultural environment;
* The opportunity to grow your skills and capabilities thanks to our Airbus learning offer (digital solutions, classroom sessions, certified training....) and career opportunities across the globe;
* A hybrid working model, allowing you to combine onsite and offsite work;
* A modern office at Parque das Nações, well connected to public transportation;
* A motivated and fun crew to grow and build and shape the GBS together;
* An intense and exciting onboarding experience;
* Work in a balanced environment: Beyond the many benefits offered to its employees, joining Airbus is also the guarantee of a respectable work-life balance.
Company
Airbus Portugal SA
Employment Type
Permanent
Experience Level
Professional
Job Family
Digital