IDEMIA

Service Delivery Manager

IDEMIA  •  Bucharest, RO (Onsite)  •  3 hours ago
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Job Description

At IDEMIA, we aim to offer our employees, a dynamic and exciting environment where you have opportunities for career growth and professional development.

Internal mobility is a great way for you to energize your career and to build your personal brand. It’s also a great way to explore other functions, professions or countries as IDEMIA operates in different businesses and in 50+ locations around the world.

Purpose

The CSEC entity (Customer Services & Excellence Center) of JPS Hub in IDEMIA Public Security division gathers around 30 people located in Europe. Within the CSEC entity, you will be in direct contact with customers but also with our support branches worldwide and our pre-sales team.

Your permanent objective is to maintain in operational conditions the systems that handle law enforcement activities with high level of availability requirements, as well as oversee evolutive maintenance of such systems, in accordance with customer needs and requirements.

This Job will give you the opportunity to work in an International context with rich diversity projects, to do short missions in France and abroad, to extend your international network.

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

    • Manage cross-functional stakeholders and coordinate technical activities.
    • Ensure service delivery, SLA compliance, and effective crisis management.
    • Understand customer requirements and validate technical solutions with support teams.
    • Contribute to technical documentation and project reporting.
    • Apply project management best practices and ITIL processes.
      Use MS Office, MS Project, and CRM tools effectively.
    • Minimum 5 years' experience in project and/or operations management with external subcontractors.
    • Experience implementing or operating complex industrial systems (mechanical, laser, precision equipment).
    • Engineering degree (Industrial Maintenance or equivalent).
      ITIL certification is a plus.
    • Strong communication skills in English and French (Spanish is an advantage).
    • Customer-focused, proactive, analytical, autonomous, and service-oriented.
    • Excellent teamwork, presentation, and stakeholder management skills.

    Why Join IDEMIA?

    Join a global technology leader where innovation, diversity, and collaboration drive the development of secure solutions that make the world safer. Grow your expertise in an international environment while contributing to cutting-edge technologies.

    Seize all the opportunities of our fast-paced environment. Expect the unexpected.

    IDEMIA

    About IDEMIA

    IDEMIA Group is a global technology leader with more than 12 500 employees worldwide. Its two market-leading divisions deliver mission-critical solutions that simplify and secure interactions in the physical and digital realms:

    • IDEMIA Secure Transactions (IST) is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

    • IDEMIA Public Security is a trusted provider of government-grade and convenient biometric-based solutions for 600 government, state and federal agencies. With decades of experience in biometric technologies, IPS enables safer, frictionless and fairer ways to secure travel, access and citizen protection.

    For more information, visit www.idemia.com and follow @IDEMIAGroup on X.

    Industry
    IT & Software
    Company Size
    10,000+ employees
    Headquarters
    Courbevoie, FR
    Year Founded
    Unknown
    Website
    idemia.com
    Social Media