Service Delivery Manager

Purpose This role maximizes customer satisfaction and IDEMIA's 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 plans in strong coordination with customer and internal stakeholders. Understands technical specifications, client requirements, and solution architecture. Defines strategy and manages maintenance activities for simple solutions. Manages critical situations with the customer under supervision of the lead, expert, or senior peer. Prepares and communicates Support Activities Reports and presents results to customers. Works with guidance of more experienced Service Delivery Manager. J-18808-Ljbffr

Location: Singapore, SG

Posted Date: 6/18/2025