jobs in IDEMIA Public Security

Kerja Sepenuh Masa, Service Delivery Manager di IDEMIA Public Security - Maukerja

Service Delivery Manager

IDEMIA Public Security

Sepenuh Masa

Singapore

Kongsi
Simpan

Lokasi Kerja

  • Singapore

Penerangan Kerja

Tanggungjawab

Job description:

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
  • 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

 

  • At least 5 years of client-facing experience in service delivery, maintenance management, or technical support operations.

  • Proven experience managing high-severity incidents, system outages, and complex technical issues in a fast-paced environment.

  • Strong ability to handle business-critical operations, with confidence in driving crisis management, resolution plans, and stakeholder communication.

  • Experience in defining and improving maintenance strategies, including support organization, software updates, and service performance monitoring.

  • Able to work independently while managing customer expectations, coordinating internal teams, and coaching junior team members.

 

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