Service Delivery Lead

Job Description Job Title: - Service Delivery Leader, Collaborative Design & Simulation Job Description: Are you passionate about IT & its application to Engineering & PLM, experienced in Project & People management, software development techniques and convinced by the business added value of the digitalization of Engineering & PLM Domain functions.In the frame of Airbus Digital  journey, the objective being to transform the company and to prepare it for the future. Airbus is looking for an experienced Service Delivery Leader familiar with ITIL processes and KPIs, vendor management within the frame of RUN activities and a broad Knowledge of Information Management, to join the Collaborative Design & Simulation team.   Activities : Monitoring and coordination  the resolution of issues reported from customer to match the defined KPI's Ensure the escalation of issues and ensure that remote teams are considered within the central IS/IT processes. Propose improvement and the status of each of them Defines the required corrective actions to be led to meet the objectives and drives the associated solutions in collaboration with the different resolution teams. Manages actions for mitigation in case of non- fulfillment in agreement with the product manager Manages the maintenance cost allocation together with the business. Drives and reports on the delivery of IS services according to Service Levels Agreements and cost optimization for infrastructure or applications. Ensures services are delivered in accordance with agreed customer requirements and that they continue to meet or exceed expectations. Monitors outsourced teams and activities (in conjunction with contract management done in the sourcing teams). Manages Scrum Master role for SAFe teams in the ART  Define governance process, SLA/OLA definitions , knowledge management process, follow EIS process, quality management. Qualification & Experience:   ● Engineering graduate/post-graduate with 7+ years of experience in developing, delivering and managing IT  solutions.   ○ 1-2 years of Service Delivery experience  ○ 1-2 years on project management  ○ 2-4 years of business process analysis  ○ 1-2 years of Scrum Master experience  ○ 1-2 years of subcontractor management experience  ○ 3-5 years on software/tool development in any technology  ● Experienced in collaborating with internal and external stakeholders transnationally  ● Software quality management awareness  Hands-on experience with ServiceNow and Jira/Confluence tools . ITIL v3 / v4 Foundation, Waterfall/ Agile Safe Method  Certification  Responsibilities:   ● Hold the full responsibility to drive the service delivery in the right direction to achieve success.  ● Takes proactive action to ensure stable and secure applications and IT infrastructure to avoid potential service  disruptions, attending to capacity planning and to information security.  ● Define and implement Service Level Agreements (SLAs) to ensure the right level of support execution.  ● Own and manage service delivery OLA/SLA achievement with high level of customer satisfaction.  ● Monitor overall performance of services and timelines.  ● Prepare, maintain and analyze service reports to address any possible delays/issues before it occurs.  ● Identify KPI's and create the right reporting parameters and mechanism.  ● Distribute KPI/service reports weekly/monthly to key internal stakeholders and alert any potential issues. ● Ability to communicate across the team regardless of organizational boundaries to achieve the goal.  ● Escalate on time and propose mitigation/corrective action if service delivery is not meeting expectations.  ● Develop, improve and implement processes with stakeholder agreement to ensure effective information flow to  speed up the delivery timelines  ●