Service Delivery Lead (Apps & PLM CRT)

Job Description

Job Description:

Job Description : Workplace Apps & Store

Date: 15-04-2026

Role: Service Delivery Lead (Apps & PLM)

Number of positions : 1

Description:

The goal of Digital Workplace (DW) is to make a significant and positive impact on the way Airbus employees work, collaborate and share information as well as providing a foundational step for the digital transformation of Airbus. This is achieved through the deployment and support of new tools and technologies enabling better cross functional collaboration, improved productivity, greater company integration, and improved transparency and more open and horizontal information exchange. A critical element required to achieve success for Digital Workplace (DW) is a clearly defined strategy supported by effective transformation plan and operational controls.

Digital Workplace Application & Store is an essential product provided by Digital Workplace. Application Team manages and deploy applications in the Airbus Landscape. With our experienced team based in France, Germany and India, it is the center of management of COTS and SaaS based applications.

We are looking for a new colleague to join our experienced Product Management and Service Delivery team. You will manage day-to-day operations for Workplace Applications and Store Product, specifically focusing on PLM Services as well as Application Packaging & Publications, Web Browsers, and Workplace applications.

Qualification & Experience:

We’re looking for a motivated and passionate person, eager to learn, willing to share, establishing innovative ways of working and influencing culture change.

Are you ready to share this exciting challenge with us?

• We are looking for someone who has a Bachelor Degree or equivalent in Computer Science, Computer Engineering, Information Technology, or relevant field.
  

PRIMARY

Roles & Responsibilities:

• Ensure Service Delivery meets all OLA/SLA targets while maintaining high levels of customer satisfaction (CSAT).
  
• Perform monthly SLA and RU (Resource Unit) validations while monitoring and maintaining operational performance KPIs to ensure contract compliance.
  
• Accountable for the successful execution of PLM deployments, ensuring alignment with strategy, timelines, budget, and quality standards.
  
• Prime focal to integrate DP with DW on critical projects like Win 11, 3DEx, PLM upgrades.
  
• Oversee the full lifecycle of Application deployments and Support, taking responsibility for Level 1, Level 2, and Level 3 support tiers.
  
• Be part of a multi-functional(Server, Software packaging, SCCM, DAAS teams) and in some cases business representatives) to improve processes.
  
• Provide high-touch customer service with an "anticipatory" mindset to identify and mitigate potential technical bottlenecks before they impact the business.
  
• Timely escalation of risks and proposal of corrective actions if service delivery deviates from expectations.
  
• Maintain full responsibility for security protocols and compliance requirements. Implement security mandates and provide regular (Daily/Weekly/Monthly) compliance reporting to stakeholders.
  

PLM CATIA Rollout Team(CRT):

• Manage CATIA ROLLOUT Team Activities & Keep Catia-PLM bundles available after deployments.
  
• Cross functions team coordination for planned and successful PLM deployments.
  
• AWM retirement with dependencies handled on WOL feature substitute
  
• Provide expert support to the DaaS team (V3 EIS) and all PLM backbone/DP teams.
  
• R33 upgrade testing and support - do we still need a dedicated focal from DW
  
• 3DX Deployment and support for DP.
  
• Reduce the time to solve critical and standard incidents.
  
• Improve user support and stakeholder management.
  
• Perform clean-up activities.
  
• Define the PLM Product Roadmap in line with Apps & Store/DWD Roadmap.
  
• Provide support and service to the Customers with Client satisfaction mindset
  
• RU and SLA validation.
  
• Documentation / Reporting for the PLM CRT activities.
  
• More support on the test device management and environment
  

Workplace Application & Store’s other product lines.

• Management of L2/L3 teams involved in operation of ALM, Web Browsers and Application Packaging and publications(Window + Mobile).
  
• Establishing robust governance frameworks and ensuring strict process adherence across all Business-as-Usual (BAU) activities.
  
• Simplify the Servicenow workflows and identify opportunities for improvements.
  
• Contributing to short/mid term strategy for all product lines.
  
• Ensure high Customer Satisfaction/NPS.
  
• Ensure strategy coordination with the other Airbus divisions.
  
• Working closely with suppliers to ensure service continuity while maintaining good performance & best practices.
  
• Contribute to Product Roadmap development and take accountability for the successful achievement of operational milestones and business objectives.
  

Skills required to perform the above role.

• Hands on experience with SCCM, Application Packaging and understanding how the deployment and COTS application works in a Large scale company.
  
• Basic understanding of Cloud hosting (e.g., AWS or Azure), PLM Applications, Infrastructure Knowledge of Virtual Desktop, CATIA , VPM and PDM link.
  
• Proven ability to collaborate with and manage diverse suppliers and vendors across global regions.
  
• Strong understanding of Service Now is required (Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM applications.)
  
• Strong Communication Skills to manage a large community of application managers, domains focals and divisions within Airbus.
  
• Ability to interpret and act upon dashboards related to SLAs, Compliance, and License management.
  

Success Metrics

Success will be measured in a variety of areas, including but not limited to

• Consistently ensure the on-time delivery and quality of the projects
  
• Maintenance of all service delivery KPIs within the agreed-upon SLA/OLA boundaries.
  
• Successful implementation of innovative, cost-effective solutions for the deployment lifecycle.
  
• Achievement of high qualitative scores from end-users and business stakeholders.
  

Good to Have

• Familiarity with CAD tools (CATIA) and specific Aerospace Industry standards.
  
• ITIL V4 foundation or higher certifications.
  
• Understanding of PowerShell Scripting for optimizing Application Packaging and deployment tasks.
  
• Business and end user experience oriented.
  
• Excellent analytical and troubleshooting skills.
  
• Self-motivated, proactive, and able to work with minimal guidance.
  
• Advanced proficiency in English.
  

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.

Company:
Airbus India Private Limited

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Digital

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com .

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