Service Delivery Manager

About IDEMIA

At IDEMIA we are passionate about shaping the future of secure identity and authentication solutions. Our innovative technologies play a crucial role in enhancing security, privacy, and convenience for individuals and organizations worldwide.

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.

About IDEMIA Public Security

We are dedicated to serving government and public security entities and, in so doing, IDEMIA is committed to the responsible use of technology for public safety. We develop cutting-edge biometrics technologies and identity verification systems that prioritize privacy, human rights and ensure fair and unbiased application. We are also committed to building an inclusive and diverse culture and our impact on sustainability. For example, in 2023, the Life Cycle Assessment for Vision Pass SP revealed a 38% energy reduction, attributed to its sustainable smart power-saving mode

Purpose

A Service Delivery Manager (SDM) is to ensure that IT services are delivered to agreed-upon service levels and meet customer expectations. They act as the bridge between the IT service provider and the business, focusing on the operational aspects of service delivery.

Service Delivery Manager is responsible to ensure the following areas

• Meeting Service Level Agreements (SLAs)
• Customer Satisfaction
• Incident and Problem Management
• Change Management
• Vendor Management
• Continuous Improvement
• Reporting and Communication
• Financial Management (Manhours)

Experience & background

• Experience in service and project management in a service provider / systems integrator environment
• Exposure in areas across Network, Infrastructure, Data Centre services, Application, Managed Services and Hosting
• Exposure in areas of managing large number of touchpoints deployment would be an added bonus

Technical skills

• Experience in implementation large and complex projects covering IT, information systems (database, network, IT security) with use of external contracting
• Solid understanding of business process and change management
• IT Service Management practitioner PMP and/or and ITIL v4 Certified will be an advantage
• Strong organizational and management capabilities, and solid understanding of full development cycle.
• Effective command of MS Office tools (Word, Excel, PowerPoint, Project, Outlook)
• Good grasp of financial concepts and procurement process.

Education & background

• Bachelor's or Master's degree in computer science or related field