- 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.
- 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
- An experience working with public authority client
- ITIL certification
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Service Experience Lead
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UK - Service Delivery Manager - Winnersh, United Kingdom - Idemia
Description
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
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 Missions
As a Service Delivery manager, you will also help us to:
You will guarantee your success if you:
Even better if you have:
