Service Delivery Manager

4 days ago

Singapur, Singapore IDEMIA Group Full time

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You may not know our name, but you have surely used our innovations and solutions.

Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.

We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.

We serve our clients in 180 countries thanks to our 15,000 employees worldwide.

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 and client requirements, and solution architecture
  • Defines strategy and manages maintenance activities for simple solutions
  • Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
  • Prepares and communicates Supports Activities Reports
  • Presents results to customer

By choosing to work at IDEMIA, you can join the journey of a unique tech company. You can seize all the opportunities of our fast-paced environment. You can add your distinctive qualities to our global community. You can contribute to a safer world.

We deliver cutting edge, future proof innovation that reach the highest technological standards. We’re well established, and yet still agile. We aren’t too big, and we aren’t too small. And we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

Our teams are close and collaborative; maintaining a dialogue and developing human connections matter to us. We are truly international and we know that diversity is a key driver of innovation and performance. We welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

Each of our locations has its own advantages to offer a collaborative and friendly work environment.

IDEMIA. Expect the unexpected. Join the journey of a unique tech company.

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