Service Delivery Manager - Extended Enterprise

Show job

Job Description:

Description:

The Service Delivery Manager is part of the Information Management (IM) function. He/she is responsible for the day to day management of Services and Solutions under Extended Enterprise scope, which is in the Airbus India D&IM center in Bengaluru. Success of this position will require strong international collaboration with global Airbus teams.

The successful candidate will establish team goals by understanding the business strategy, identify and evaluate business & technical trends and choose a course of action to achieve the same. He/she will accomplish the team results/performance by communicating job expectations, planning, monitoring, coaching and leading the team in the right direction.

This role will be managing the Service Delivery of the Extended Enterprise (DMT) Team in India, working across:

  • Solutions Management

  • EE Transformation Projects

And operationally reporting to the Group Manager - Corporate and EE Solutions (AIDDMT).

Qualification & Experience:

  • Engineering graduate/post-graduate with 13+ years of experience in developing, delivering and managing IT solutions

    • 5-6 years of Service Delivery experience

    • 5-6 years of Stakeholder Management experience

    • 5-6 years of People, Capacity, Business and Resource Management experience 

    • 2-4 years on Project Management (risk, stakeholder, budget, etc.)

    • 2-4 years of Business Process Analysis

    • 2-4 years of Subcontractor Management experience

    • 3-5 years on software/tool development in any technology OR 3-5 years of Application Management

  • Certification in ITIL and Waterfall / Agile/ SAFe project methodologies 

  • Experienced in collaborating with internal and external stakeholders transnationally

  • Quality management awareness

Essential Skills

  • High level of energy, strong drive & ability to adjust to changing priorities and making quick decisions with limited information are essential attributes in this role.

  • Experience in building new teams, defining the road maps in the domain especially of Supplier / Partner engagement and IT Operations Management

  • Strong organizational, communication & customer service skills.

  • Strong oral and written communication skills. Strong analytical and problem solving skills.

  • Strong hands-on technical experience & focus on problem solving and service restoration.

  • Ability to effectively triage and resolve incidents, assist in change management and deployment support.

  • Knowledge and use of ITSM tools such as Service Now

  • Strong Project Management & Leadership Skills. 

  • Ability to engage and motivate people in large teams

  • Experience of the SLA and OLA management. 

  • Very strong Customer focus and proactive stakeholder management.

  • Manage contracts / relationships with External entities like, suppliers, partners, affiliates, etc.

Responsibilities:

  • Hold the full responsibility to lead the service delivery team 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. Manage Application Support Delivery Team including responsibility for Level 1, Level 2 and Level 3 support.

  • Provide technical direction, develop and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team.

  • Monitor overall performance of services and timelines.

  • Prepare, maintain and analyze service reports to address any possible delays/issues before it occurs.

  • Identify KPI's 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

  • Ensure the availability of the team with proper backup plan to support the agreed service window

  • Investigate customer concerns about service, timeliness and quality. 

  • Oversee training and development of service delivery team

  • Effectively collaborate with Service Delivery Leads / Project Leads of other projects and domains to achieve common objectives and ensure process standardization

  • Encourage, motivate and align team members to a common vision.

 

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

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 Group India Private Limited

Employment Type:

Permanent

-------

Experience Level:

Professional

Job Family:

Digital

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
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.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Organisation: 
Airbus