Global Service Delivery & Maintenance Lead

IDEMIA; Singapore; Presencial; SGD 90 000 - 120 000; Tempo integral

Resumo da oferta

IDEMIA Singapore is seeking a Service Delivery Manager focused on maintenance to maximize customer satisfaction and ensure solutions run in line with contracts. You will lead maintenance strategies, coordinate global field engineers, and drive efficient service delivery in a complex, multinational environment.

Reporting to senior peers, you will monitor KPIs, manage crisis situations, and continuously improve maintenance processes while liaising with customers and internal stakeholders.

Responsabilidades

• Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes
• Monitors customer service KPIs and maintenance budget, and drives associated action plans
• Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Understands technical specification, client requirements and solution architecture
• Defines strategy and manages maintenance activities for simple solutions
• Manages critical situations with the customer under supervision of the lead, expert or senior peer
• Prepares and communicates Supports Activities Reports and present results to customer
• Works with guidance of more experienced Service Delivery Manager

Descrição da oferta de emprego

IDEMIA Singapore is seeking a Service Delivery Manager focused on maintenance to maximize customer satisfaction and ensure solutions run in line with contracts. You will lead maintenance strategies, coordinate global field engineers, and drive efficient service delivery in a complex, multinational environment.

Reporting to senior peers, you will monitor KPIs, manage crisis situations, and continuously improve maintenance processes while liaising with customers and internal stakeholders.