Service Delivery Manager - Service Desk (m/f)

Description de l'offre

Service Delivery Manager - Service Desk (m/f)

Airbus Defence and Space Toulouse

Airbus is a global leader in aeronautics, space and related services. In 2016, it generated revenues of € 67 billion and employed a workforce of around 134,000. 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

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.

A vacancy for a Service Delivery Manager (m/f) has arisen within Airbus Defence & Space in Toulouse.

You will manage the Service Desk activities on former ASTRIUM SAT and former CASSIDIAN perimeter in agreement with the responsible of France perimeter.

This position will require a security clearance or will require being eligible for clearance by the recognized authorities.

Profil recherché

Tasks & accountabilities

Your main tasks and responsibilities will include:

·  Following weekly and analysing the KPI (Key Perfomance Indicators) to increase the customer satisfactions and making responses to the provider needed.
·  Validating with the Service Desk provider, the contractual documents
·  Managing the parameters settings of Incident Management Tools (Remedy – Incident Management) to the new Business Service [EIS]
·  Being pro-active to make proposal to perform response to the customers through the ServiceDesk Teams and to increase the customer satisfactions.
·  Taking into account customers complaints escalation from the ServiceDesk team to resolve its and to prevent it.
·  As ServiceDesk Delivery Manager for Airbus DS, bringing to the LEM (Local Escalation Manager) technical support about Customers Complaints (Incident workflow, Complaint analysis).
·  Analyzing and validating the proposal of communication (mass mails for the company) from the others Supported Groups before sending by ServiceDesk teams.
·  Being a facilitator and making the decision near the ServiceDesk and all IM (Information Management) Teams.
·  Participating to all IM technical meeting needed and the monthly meeting at European level for the ServiceDesk.

The job is located in Airbus Defence and Space TOULOUSE with regular meeting will organise in ELANCOURT site.

Required skills

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

·  Educated to a 4-year degree level in Information Technology (or equivalent)
·  Confirmed 3+ to 5 years of experience in IS & IT (Computers)
·  Experience Information Systems
·  Experience Team management
·  Remedy Tool incident Management
·  English language: Advanced