Job Description
The role is hybrid with home office flexibility. There will be occasional need to attend customer sites.
Please look at the end of the job ad, to find out more about our benefits in the UK.
Want to apply Read all the information about this position below, then hit the apply button.
Join our dynamic team as Service Delivery Manager at Idemia in Winnersh, UK, a leading organization dedicated to unlock the world and make it safer through our cutting-edge identity technologies.
Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.
Our teams, composed of 15,000 employees, work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.
IDEMIA Public Security is one of the leading global providers of biometric solutions that facilitate and secure movements, access, and protection.
We are seeking a Service Delivery Manager to ensure the operational continuity of systems responsible for managing IDEMIA Public Security Travel & Transport activities, including border control and passenger facilitation flow. This role involves maintaining high availability levels and overseeing the ongoing development of these systems to meet customer needs and requirements in the UK.
KEY RESPONSABILITIES:
As a Service Delivery manager, you will also help us to:
- Develops and implements maintenance strategies aligned with customer needs, encompassing spare parts management, software updates, and support team organization.
- Monitors and manages customer service KPIs, maintenance budget, and associated action plans to ensure efficiency.
- Coordinate and manage customer success engineers, whether internal , subcontractors, or third-party maintainers.
- Facilitates clear communication with customers and internal stakeholders through regular meetings and comprehensive reporting.
- Drives continuous improvement initiatives in maintenance strategies throughout the contract lifecycle, including effective crisis management and resolution.
You will guarantee your success if you:
- Have a similar experience managing and delivering complex projects or services to clients.
- Have an experience in project management managing a budget.
- Take ownership of understanding client requirements, technical specifications, and architecture documentation.
- Analyze client needs to validate solutions proposed by the technical support team and translate them into technical requirements.
- Utilize advanced project management tools such as MS Office and MS Project, along with client support management tools (e.g., CRM), to enhance technical reports and effectively manage client support.
- Have good command of english
Even better if you have:
- An experience working with public authority client
- ITIL certification
Benefits
· 25 days holiday per year plus bank holidays
· Group Personal Pension with employer contributions
· Life Assurance
· Private health insurance
Other employee provisions
· Employee Benefits Platform with discounts and deals on leading retailers, cinema, and many other services.
· Employee Assistance Program – with access to 24/7 counselling services, and information specialists covering a wide range of work, family, and personal issues, including health and well-being, legal, financial, and emotional issues.
· Optional Give as You Earn (to registered charity of your choice)
· Access to Booker Wholesale
· Cycle2Work Scheme