Service Delivery Leader and Application Manager

Service Delivery Leader - Operations Management and Application Manager

Job Description:

Role: Service Delivery Leader - Operations Management and Application Manager

Description

As a Service Delivery Leader, he/she shall be responsible for the day to day management of Operations for all instances of SPDB platform and related products (Airbus Sovereign Physical Design Backbone). Additionally He/She will also play the combined role of an Application Manager. and this is a key role responsible for overseeing the full lifecycle of an organization's software applications, from strategic planning and implementation to ongoing maintenance and support. This role serves as the crucial link between business stakeholders and technical teams, ensuring that applications meet business needs, are reliable, and are optimized for performance and efficiency. The Application Manager is a subject matter expert who provides technical direction, manages a team of specialists, and drives continuous improvement for the product irrespective of the technology. He/she should understand the quality management and quality notification processes and dependencies to other modules/processes during entry into service 

As Service Delivery Leader

Primary Responsibilities

• SDL has to manage the EIS of the newly to be migrated applications

• Defines the Entry into Service guidelines and working along with Release Manager for the scoping

• Work with Domain leads in NA & Europe for defining the scope of work

• Establish Change Management process for EIS, and drive adoption

• Establish Service Management process for EIS, and drive adoption 

• Refine service delivery processes to ensure the seamless support to Airbus

• 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

• Hold the full responsibility to lead the service delivery team in the right direction to achieve the success.

• Monitor overall performance of services and timelines.

• Ability to communicate effectively around issues/ opportunities and propose right solution

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

• Identify KPI's and create right reporting parameters and mechanism

• Distribute KPI/service reports weekly/monthly to key internal stakeholders and alert any potential issues

• 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

• Propose any amendments to improve processes

• Develop 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

As Application Manager

Primary Responsibilities:

• Application Lifecycle Management And Strategic Planning and Roadmap:

  • Collaborate with business leaders to understand their objectives and translate them into a long-term application strategy.

  • Develop and maintain the application roadmap, prioritizing enhancements, upgrades, and new implementations.

  • Manage application-related budgets, including licensing, support costs, and project expenses.

• Operational Management and Support:

  • Ensure the high availability, performance, and security of all managed applications.

  • Oversee the incident, problem, and change management processes for the application portfolio.

  • Provide expert-level (Level 2/3) technical support and troubleshoot complex issues.

• Stakeholder and Vendor Management:

  • Act as the primary point of contact for business stakeholders, effectively communicating technical concepts to non-technical audiences.

  • Manage relationships with third-party software vendors and service providers, ensuring service level agreements (SLAs) are met.

  • Gather requirements from users and business units to ensure applications are aligned with their needs.

• Continuous Improvement and Governance:

  • Proactively identify opportunities to optimize application performance, streamline business processes, and reduce costs.

  • Establish and enforce application governance standards, including documentation, security protocols, and data integrity.

Qualification & Experience

Engineering graduates have up to 8 - 10 years of experience in Release Management/Service Delivery/ Service Operations/ Project Management 

Applicant should have a good understanding of Airbus Ecosystem

Strong expert in setting service delivery/Project Management process

Customers focused, multi-skills experiences and Ability to shift between different domains

Good problem solving and analytical skills

ITIL framework expertise is mandatory

Willing to work in European working hours sometime extending to North American region 

Hands on experience in PLM toolset with playing the role of a Functional Acceptance Tester (preferred)

Minimum 2 years of experience in Application Management.

Proven experience in overseeing applications and/or a team of IT professionals and budget management.

Skills in PLM / CAD domain processes and ability to understand business jargons

Strong technical background with a solid understanding of software development life cycles (SDLC), IT infrastructure, and database management.

Good Experience in Team Leading Capabilities in Application support and Project. 

Strong analytical, problem-solving, and decision-making abilities.

Customer facing skill. Experience on working with European customers and Vendor management.

Knowledge on software product cost monitoring & optimization.

Knowledge on any software programming which will help

Strong background on client deployment specificities including Extended Enterprise

Awareness on working in Waterfall, Agile Scrum and/or Kanban projects.

Advanced level of English

French knowledge will be an added advantage

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

• Bring innovative cost effective solutions

• Achieve the customer satisfaction

**Airbus is proud to be an equal opportunity employer and is committed to create an inclusive and diverse work environment. AGI selects job applicants (internal and external) on the basis of suitability for the job, and irrespective of gender, marital status, age, sexual orientation, gender identity or expression, nationality, religion, ethnicity or different abled/ (dis)ability.

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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