Service Delivery Manager

Airbus; Bengaluru; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Airbus India Private Limited seeks an experienced Service Delivery Manager for PLM Foundations. You will drive service delivery across IT solutions, ensuring SLAs, coordinating with central IS/IT processes, and managing vendors and costs in a global transformation program.

10+ years in IT solutions delivery, with strong ITIL knowledge and experience in Agile/SAFe practices. The role requires collaboration across international teams and willingness to cover European shift timings when required.

Qualifications

• Engineering graduate with 10+ years delivering and managing IT solutions.
• 6+ years in Service Delivery; 3-4 years in project management; 2-4 years in business process analysis.
• ITIL certification and experience with Waterfall/Agile/SAFe methodologies.

Responsibilities

• Drive service delivery to meet objectives and monitor SLA fulfillment.
• Coordinate with IS/IT processes and escalate issues as needed.
• Define SLAs and ensure right support execution across teams.
• Manage outsourcing and vendors, cost optimization and risk mitigation.
• Ensure services meet customer requirements and performance metrics.

Skills

ITIL processes

Vendor management

Project management

People management

Information management

Education

Engineering graduate/post-graduate

Tools

ITIL

Waterfall/Agile/SAFe

Job description

Service Delivery Manager PLM Foundations

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 Manager 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 managers of PSL
• 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 10+ years of experience in developing, delivering and managing IT solutions.
  • 6+ years of Service Delivery experience
  • 3-4 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

Required Competencies: IT Systems Operations (2 - Autonomous Level), Partner & Subcontractor Management (2 - Autonomous Level), Problem Management (3 - Advanced Level), Service Delivery (3 - Advanced Level), Service Level Management (3 - Advanced Level), Intrapreneurship Thinking (2 - Autonomous Level), IT & Business Strategy Alignment (3 - Advanced Level), Product/Service Planning (4 - Referent Level), Product Life Cycle Control (3 - Advanced Level), Solution Deployment (2 - Autonomous Level)

The Service Delivery Manager 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.

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 ------- Experience Level: Professional Job Family: Digital

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.

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. Airbus pioneers sustainable aerospace for a safe and united world. The Company constantly innovates to provide efficient and technologically-advanced solutions in aerospace, defence, and connected services. In commercial aircraft, Airbus offers modern and fuel-efficient airliners and associated services. Airbus is also a European leader in defence and security and one of the world's leading space businesses. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions and services worldwide.

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