Service Delivery Manager

At IDEMIA, we aim to offer our employees, a dynamic and exciting environment where you have opportunities for career growth and professional development.

Internal mobility is a great way for you to energize your career and to build your personal brand. It’s also a great way to explore other functions, professions or countries as IDEMIA operates in different businesses and in 50+ locations around the world.

Purpose

The CSEC entity (Customer Services & Excellence Center) of JPS Hub in IDEMIA Public Security division gathers around 30 people located in Europe. Within the CSEC entity, you will be in direct contact with customers but also with our support branches worldwide and our pre-sales team.

Your permanent objective is to maintain in operational conditions the systems that handle law enforcement activities with high level of availability requirements, as well as oversee evolutive maintenance of such systems, in accordance with customer needs and requirements.

This Job will give you the opportunity to work in an International context with rich diversity projects, to do short missions in France and abroad, to extend your international network.

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.

This role requires availability to travel in APAC region every two months. In addition, availability to travel in Europe.

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
• Defines strategy and manages maintenance for complex technical solutions
• Manages complex and critical situations in autonomy with the customer
• Explains or summarizes complex issues, defines and communicates associated actions plans
• Coaches and tutors less experienced SDM

Profile & Other Information

• Manage cross-functional stakeholders and coordinate technical activities.
• Ensure service delivery, SLA compliance, and effective crisis management.
• Understand customer requirements and validate technical solutions with support teams.
• Contribute to technical documentation and project reporting.
• Apply project management best practices and ITIL processes.
  Use MS Office, MS Project, and CRM tools effectively.
• Minimum 5 years' experience in project and/or operations management with external subcontractors.
• Experience implementing or operating complex industrial systems (mechanical, laser, precision equipment).
• Engineering degree (Industrial Maintenance or equivalent).
  ITIL certification is a plus.
• Strong communication skills in English and French (Spanish is an advantage).
• Customer-focused, proactive, analytical, autonomous, and service-oriented.
• Excellent teamwork, presentation, and stakeholder management skills.

Why Join IDEMIA?

Join a global technology leader where innovation, diversity, and collaboration drive the development of secure solutions that make the world safer. Grow your expertise in an international environment while contributing to cutting-edge technologies.

Seize all the opportunities of our fast-paced environment. Expect the unexpected.