Service Delivery Leader

Job Description:

Job Description:

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 Leader 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.

Activities :

• Monitoring and coordination the resolution of issues reported from customer to match the defined KPI's
  
• Ensure the escalation of issues and ensure that remote teams are considered within the central IS/IT processes.
  
• Propose improvement and the status of each of them
  
• Implement the related KPIs to be able to monitor and track the resolution of the issues.
  
• Defines the required corrective actions to be led to meet the objectives and drives the associated solutions in collaboration with the different resolution teams.
  Monitors, reports and manages the fulfillment of the SLAs.
  
• Manages actions for mitigation in case of non- fulfillment in agreement with the product manager
  
• Manages the maintenance cost allocation together with the business.
  
• Drives and reports on the delivery of IS services according to Service Levels Agreements and cost optimization for infrastructure or applications.
  
• Defines the required corrective actions to be led to meet the objectives and drives the associated operational teams.
  
• Ensures services are delivered in accordance with agreed customer requirements and that they continue to meet or exceed expectations.
  
• Monitors outsourced teams and activities (in conjunction with contract management done in the sourcing teams).
  

Qualification & Experience:

• Engineering graduate/post-graduate with 7+ years of experience in developing, delivering and managing IT solutions.

• 1-2 years of Service Delivery experience

• 2-4 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

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.