Service Delivery Manager for Service Desk

Descripción de la oferta

Service Delivery Manager for Service Desk

Airbus Defence and Space Getafe (ex Airbus Military)

Airbus Defence and Space is a division of Airbus Group formed by combining the business activities of Cassidian, Astrium and Airbus Military. The new division is Europe's number one defence and space enterprise, the second largest space business worldwide and among the top ten global defence enterprises. It employs some 40,000 employees generating revenues of approximately €14 billion per year.

Airbus is a global leader in aeronautics, space and related services. In 2017, it generated revenues of € 67 billion and employed a workforce of around 130,000. Airbus offers the most comprehensive range of passenger airliners from 100 to more than 600 seats. Airbus is also a European leader providing tanker, combat, transport and mission aircraft, as well as Europe's number one space enterprise and the world's second largest space business. In helicopters, Airbus provides the most efficient civil and military rotorcraft solutions worldwide.

Our people work with passion and determination to make the world a more connected, safer and smarter place. Taking pride in our work, we draw on each other's expertise and experience to achieve excellence. Our diversity and teamwork culture propel us to accomplish the extraordinary - on the ground, in the sky and in space.

Description of the job

A vacancy for a Service Delivery Manager for Service Desk has arisen within Airbus Defence and Space in Getafe (ex Airbus Military).
The successful applicant will join INFORMATION MANAGEMENT / Product Management.

The successful applicant should be able to work on shifts, if required.

Perfil buscado

Tasks & accountabilities

Your main tasks and responsibilities will include:

·  The service delivery manager for Service Desk is responsible for managing Service Desk Services:
·  Incident management.
·  Problem management.
·  Request management.
·  EIS in Spain (Support and coordination to the implementation new tools, applications, functionalities, etc., which affect to the end users.)
·  Coordinate all communication activities to end user according the procedures in place.
·  Has full accountability to maintain a good level of service according with the agreement we have with our provider and follow the services for the different KPI's.
·  Receive all the complaint and put in play correct measure in the service from the end user.
·  Adoption of measure according the feedback from end user Surveys to improve the quality and efficiency of the Service.
·  Support and relationships to the end users (internal and external).
·  Support and coordination to the implementation new tools, applications, functionalities, etc., which affect to the end users.
·  Coordinate with other IT areas or implement according own project, minus change and major change which affect to the end users environment.
·  Hold operational meeting with the provider to accurate and propose changes to improve the quality of the service

This role will involve frequent travel for business and as such you must be able to travel accordingly.

Required skills

We are looking for candidates with the following skills and experience:

·  Educated to degree level (or equivalent) in Business Administration or a related discipline.
·  At least 3 - 5 years of experience in a related area.
·  English and Spanish must be negotiation level, written and spoken.