Digital Solution Strategist

1 month ago


Singapore Idemia Full time
Unlock the World of Digital Solutions

You may not know our name, but you've undoubtedly used our innovations and solutions that make a significant impact on your daily life.

We're Idemia, a global leader in identity technologies, dedicated to making the world a safer and more streamlined place. Our mission is to empower citizens and consumers by providing cutting-edge solutions for everyday activities like payments, connectivity, and travel.

We bring together unique combinations of expertise and technology to deliver secured connectivity, payments, and identity management systems. Our core strengths include cybersecurity, biometrics, large-scale distributed systems, and Cloud computing, analytics, and smart devices.

With a presence in 180 countries and a team of 15,000 employees worldwide, we serve clients across the globe.

Purpose and Scope

This role is designed to maximize customer satisfaction and business value by ensuring our digital solutions meet customer expectations and run smoothly according to their contracts.

Key Responsibilities:
  1. Develop maintenance strategies aligned with customer requirements, including spare parts management, software updates, and support team organization.
  2. Monitor customer service KPIs and maintenance budgets, driving action plans to optimize performance.
  3. Lead or oversee dedicated field customer support engineers (internal, subcontractors, or third-party maintainers).
  4. Ensure effective communication with customers and internal stakeholders through regular meetings and reporting.
  5. Propose improvements to our maintenance strategy throughout the contract's lifecycle.
  6. Manage crisis situations by defining, driving, and communicating resolution action plans in close coordination with customers and internal stakeholders.
  7. Understand technical specifications, client requirements, and solution architecture.
  8. Develop and manage maintenance activities for simple solutions.
  9. Work under supervision to manage critical situations with customers.
  10. Prepare and communicate Support Activities Reports, presenting results to customers.
About You

You will be working with guidance from experienced Service Delivery Managers as you develop your skills and expertise in this critical role.

Your Compensation Package

Our estimated salary for this position ranges between $85,000 and $115,000 per year, based on location and experience.



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