Service Delivery Leader

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. 

● 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 

● Investigate business concerns about service, timeliness and quality

● Manage suppliers regarding recurring activities, Good Receipts, monitor the activities 

Shall be willing to work in European Shift Times when needed(upto 10.30 PM IST in Summer and 11.30 PM IST in winter.) 

  

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

The Service Delivery Lead will be responsible for delivering and managing the service delivery improvement plan, managing risks and issues. Supporting any changes through effective communication and coordination at all levels of the organization. 

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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