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idemia public security

Service Delivery Manager

idemia public security
Singapore
5-10 Years
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Job Description

Job description:

Purpose 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
  • Understands technical specification and client requirements, and solution architecture
  • Defines strategy and manages maintenance activities for simple solutions
  • Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
  • Prepares and communicates Supports Activities Reports
  • Presents results to customer
Profile & Other Information
  • 5–10 years of IT infrastructure/service management experience
  • ITIL certification (often preferred or required)
  • Experience managing enterprise customers
  • Strong communication and stakeholder management skills
  • Familiarity with managed services environments
  • Experience handling regional or government projects is advantageous  

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It Infrastructure Service Management
Employment Type:
Full time

Job ID: 149540031

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Last Updated: 22-06-2026 05:54:32 PM
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