Digital APAC Service Delivery Manager

Airbus •

Wichita, Kansas, United States

Position Type: Permanent

Job Description:

Scope of Position:

1. Service Delivery Management:

Lead and oversee the IT service delivery function, ensuring adherence to ITSM methodologies for efficient and effective service delivery.
Develop, implement, and continuously improve ITSM processes, aligning them with industry best practices and organizational goals.
Monitor service performance, analyze metrics, and identify areas for improvement to enhance service quality and efficiency.

2. ServiceNow Expertise:

Serve as the subject matter expert on ServiceNow, leveraging its functionalities to optimize service delivery and streamline workflows.
Design and configure ServiceNow modules, workflows, and integrations to meet business requirements and enhance user experience.
Provide guidance and training to teams on ServiceNow usage, troubleshooting, and best practices.

3. Process Optimization and Innovation:

Identify opportunities to streamline and automate service delivery processes within ServiceNow, driving operational efficiency and cost savings.
Collaborate with stakeholders to innovate and implement new solutions, leveraging ServiceNow&39;s capabilities to enhance service offerings.
Ensure compliance with ITIL framework standards and drive continuous improvement initiatives.

4. Team Collaboration:

Manage external outsourced ServiceDesk team to ensure service adheres to KPI and SLA.
Collaborate cross-functionally with various departments to align IT services with business objectives and ensure seamless integration of processes.

Key Responsibilities:

Manage & coordinate all ITSM(Incident, Change, Problem) activities
Work with extended internal and external teams on end-end Incident management process
Leads and own Change Management process
Proactively detect & prevent future problems/incidents
Prepare statistics, KPI and trend reports for use in the IT Service Delivery process
Identify problems through the review and focus on optimizing processes
Coordinate, convene and facilitate major incident and problem review meetings within PSLs
Manage and maintain information stored in the problem database i.e. ServiceNow
Ensure the problems progress through the ITSM process in a timely and prioritized fashion
Vendor management of outsourced Service Desk service to ensure service is line with agreed SLA and KPI
Upkeep and live Airbus Values, Leadership Model and Code of Conduct to be exemplary to others and to promote and increase the awareness of Airbus Values, Leadership Models and Code of Conduct.
Carry out any other task as directed by the superior.

Background and Skills

Bachelor&39;s or Master&39;s degree in Computer Science, Information Technology, Business Administration, or related field.
5-10 years experience in IT Management.
Experienced Problem Manager in a highly performing environment
Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers and architects
Relevant industry certification, including ITIL (SFIA, COBIT, TOGAF, MCSE, MCITP, CCNA, etc)

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus Helicopters Malaysia SDN. BHD.

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Digital

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom&64;airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

Job Ident #: JR10244186

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Digital APAC Service Delivery Manager

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