IT Service Delivery Manager for Sourcing Lisboa

IT Service Delivery Manager for Sourcing
Lisboa
Lisboa, Lisboa, Portugal

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Responsibilities - Your Mission

You will deliver and deploy IT products and ensure services with
-
- end accountability in conjunction with the Digital for Sourcing and General Procurement Product Manager.

Job Description:

Responsibilities - Your Mission

You will deliver and deploy IT products and ensure services with
-
- end accountability in conjunction with the Digital for Sourcing and General Procurement Product Manager.

As a Service Delivery Manager, you are accountable for the End to End Services and associated Contracts.

Your missions will be to:

• Be responsible for product availability and reliability,
• Focus on added value and efficiency of the product,
• Contribute to the strict respect of time, cost, and quality of product delivery including associated services,
• Manage the definition of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), contracts, and Key Performance Indicators (KPIs), maintaining the robustness of the product in operational condition in line with OLAs/SLAs,
• Negotiate contracts with various business domains or customers in alignment with the IT Product Manager,
• Ensure continuous improvement of services and explore new service opportunities.

Your main tasks and responsibilities will include:

• Define the Service and Product Lines descriptions, SLAs, OLAs, and KPIs with involved business domains, in agreement with the product manager,
• Maintain infrastructure operational in line with OLAs/SLAs,
• Ensure services meet or exceed customer expectations,
• Monitor system performance against negotiated SLAs,
• Manage mitigation actions for
  - fulfillment,
• Oversee insourced and outsourced teams and activities,
• Communicate improvements, updates, and obsolescence management to the IT Product Manager,
• Provide support at least 5 days a week, utilizing automated scheduling and remote monitoring,
• Perform ITIL-based support processes including incident, problem, change, configuration, data, and event & alert management,
• Analyze system failures and take corrective actions, escalating as needed,
• Use Key Value Metrics to realign targets based on business value delivered,
• Identify and implement technologies and processes to improve system reliability, efficiency, and availability, including public cloud environments.

Requirements - Our Ideal Candidate Will Have

• Degree in IT, Engineering, or Management
• At least 1 year of experience in service delivery, service level management, solution performance, database management, product/service planning, component integration, solution deployment, testing, user & change support, incident & problem management
• Experience with development languages: C#, Java, Java
  Script
• Experience in database management and data extraction: SQL
• Knowledge of SAP Ariba, Service
  Now, & Splunk is a plus
• Proficiency with Google Suite
• Customer-oriented attitude focused on understanding customer expectations & needs
• Ability to work with short deadlines,
  - driven
• Strong analytical skills with the ability to switch between big picture and detailed views
• Understanding of data confidentiality, GDPR, and related rules
• Good communication and presentation skills, capable of building trust in a remote environment, maintaining a broad network within Digital and Procurement functions
• Fluency in English; knowledge of French is a plus

Benefits - What’s In It For You

• Work in a multicultural environment
• Grow your skills and capabilities through Airbus learning programs and global career opportunities
• Hybrid working model (onsite and offsite)
• Modern office at Parque das Nações, well connected by public transportation
• Motivated team environment
• Comprehensive onboarding experience
• Support for
  - life balance and flexible working arrangements

This role requires awareness of compliance risks and a commitment to acting with integrity to support Airbus’s reputation and growth.

Company: Airbus Portugal SA

Employment Type: Permanent

Experience Level: Professional

Job Family: Digital

By submitting your CV or application, you consent to Airbus storing and using your data for monitoring purposes related to your application or future employment. We promote diversity and inclusivity and do not discriminate based on social, cultural, age, gender, disability, sexual orientation, or religious beliefs. No monetary exchange is required for recruitment. Report impersonations to emsom@airbus.com.