Service Delivery Manager

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Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

The Service Delivery Manager manages the successful execution of contracted managed services to the customer(s). This person owns the delivery and operational relationship with the customer(s) and is expected to develop and maintain strong rapport with key Customer stakeholders.

• Meet or exceed all SLA's and KPI's for service delivery to the customer
• Serve as main escalation point for the customer, and ensure accurate and effective delivery of all contracted Services and SLAs
• Work closely with Program, Sales and Pre-sales teams to ensure effective delivery of additional infrastructure, software and services
• Work closely with Technical Support team and external vendors to provide operational guidance and strategic direction
• Manage the costs associated with the delivery of contracted services. Work with Program team to manage within the approved budget
• Develop and update maintenance plans, procedures, work instructions and other project documentation
• Incident Management take the lead during critical incidents; handling the needs of various stakeholders, Communications, escalations (e.g. customer, senior management, work teams) while ensuring issue can be resolved within SLA
• Identify operational risks that could compromise contractual commitments and work with the Technical Support Manager to mitigate them
• Produce monthly reports for customers, as well as project governance reports and dashboards for management
• Responsible for overall communication with the customer on service related matters; hold regular customer service review meetings
• Manage sub-contractors and vendors, ensuring their services meet contractual commitments
• Ensure spare parts availability and manage stock movements
• Handle all hardware and software maintenance agreement renewals, ensuring adequate warranty support for all infrastructure components
• Identify opportunities to grow service and revenue with assigned customer
• Support new business opportunities during the pre-sales stage, e.g. deliver quotes for maintenance proposals

• Australian Citizen, ability to obtain security clearance. Existing Clearances is a plus.
• 3-5 years of experience in service and project management in a service provider / systems integrator environment
  Exposure in areas across Software application, delivery and business critical infrastructure.
• Bachelor Degree in Administration or Business Management from a recognized institution, or equivalent practical experience, sound Technical understanding
• Strong organizational skills with ability to handle various tasks; attention to detail
• Excellent time management, decision making, prioritization and organization skills
• Effective command of MS Office tools (Word, Excel, PowerPoint, Project, Outlook)
• Good grasp of financial concepts and procurement process
• Solid understanding of business process management and improvement
• PMP and/or Prince2 Certified will be an advantage

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards 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.

Visit our website to know more about the leader in Identity Technologies