Service Delivery Manager

Purpose

This role maximizes customer satisfaction and IDEMIAs business value by ensuring solutions run in accordance with customers contracts and by ensuring scalable maintenance of the solutions.

Key Missions

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