Service Delivery Manager - User Services
Herndon, VA

Job Description

Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defence as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000.

Position Summary:

The Service Delivery Manager of User Services for Airbus North America (USA, Canada and Mexico) is responsible for the design, the deployment and the maintenance of the Airbus North America ITSM tooling and to consolidate helpdesk, desk side, and print services across the Airbus North America divisions. (USA, Canada and Mexico) This position has operational responsibility for the Helpdesk Services (Level 1 and Level 1.5), Desk side Services (Level 2 and Level 3), and related suppliers supporting all Airbus group and divisional North America IM Roof sites including but not limited to Grand Prairie, Columbus, Dallas/Fort Worth, Herndon, Ashburn, Washington DC, Miami, Mobile, Wichita, Atlanta, Mexico City, Queretaro, Vancouver and Fort Erie offices.

Primary Responsibilities:

People: 15%

* Manages the internal IM team members responsible for delivering user services and accordingly recommends employee actions including hiring, promotion, transfer and discharge.
* Tracks the performance of supplier personnel using contracted KPI's and SLA's, Initiate recommendations for supplier improvements aligned with contractual agreements.

User Service Management and Operations: 65%

* Establish supplier relationships with existing and future service suppliers.
* Deliver divisional, departmental and consolidated operational reporting and dashboards covering key KPI's and SLA's across contracts.
* Develop relationships with other IM service delivery managers and domain leaders to build a comprehensive knowledge base of articles across the full spectrum of IM services.
* Standardize support processes, procedures and escalation services across all Airbus North America divisions.
* Implement and Manage asset management for devices under the perview of user services. (ie: Laptops/Tablets/Desktops/Printers)
* Collaborate with airbus departments to drive process efficiency and improve workflow where IM delivers a portion of the service. (ie: Human Resources, Facilities, Physical Security)
* Responsible for delivering the proper level of service according to agreed SLA established with the business function or specific division.
* Liaise with IM User services in Europe to track, follow-up, and act as an escalation point of contact for incidents and requests which require resolution from the EU teams.
* Work with all IM Business Partners, Domain Leads, and Management to ensure smooth deployment of services and appropriate level of performance for end to end services.
*

Organize and plan annual IM surveys aligned with supplier contracts and internal process improvement activities.
* Regionalize system account management services across North America to improve data accuracy and improve customer satisfaction.
* Introduce Self-Service Tools and processes and deliver end user training materials to increase usage of these new tools.
* Participate, provide input and drive supplier improvement as required from Airbus monthly supplier reviews.
* Manage the internal facing service catalog for user services, updated annually, as services mature and change over time.



Projects: 10%

* Deploy ITSM tools and ITIL processes within North America and consolidate the existing platforms into a single platform.
* Lead service transition/transformation activities with a focus on shift left services and increase first call resolution.
* Support service activities and prepare user services for new service areas and to sunset older services no longer used.
* Integrate tooling and processes with EU counterparts and automate these when possible
* Provide and/or Lead project work packages to deliver the necessary service delivery guides, knowledge base articles, and user documentation as required for sustainable entry into service.

Planning & Budgeting: 10%

* Works with IM Infrastructure and Operations to identify opportunities in the IM Master Plan
* Collaborates with divisional and group counterparts to understand device standards, usage, and provide input for annual budgeting.
* Works with IM Infrastructure and Operations to identify and capture (operational and project) license cost elements in the IM budget.
* Manages related budget performance in the user services line.
* Delivers 5 year obsolescence planning and executes obsolescence replacement on an annual basis

Additional Responsibilities:

* Other duties as assigned: 10%
* Collaborates with global Airbus IM support functions to develop and improve standards
* Ensures compliance with Airbus IM standards, network security standards & evolving cyber security requirements

Qualified Experience / Skills / Training:

Education:

* Degree in Information Technology or an equivalent combination of education and experience

Licensure/Certifications:

* ITIL Service Operations
* ITIL Service Transition is highly desirable

Experience:

* At least 5 to 10 years of experience in managing helpdesk services in a Global Context
* At least 5 years of ITIL service delivery experience in an IM support environment
* At least 5 years of experience in people management and service contract management
* Understanding of Airbus IM standards, project and services methodologies and procedures is a plus
* Knowledge of IM supplier landscape in North America is a plus

Knowledge, Skills, Demonstrated Capabilities:

* Knowledge in the areas of ITSM, ITIL, Knowledge Article development and KPI Reporting
* Knowledge in IM underlying technologies: LAN/WAN, IT Security and Operating Systems, tools related to support services

Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):

* Strong communication (oral and written), interpersonal, and facilitation skills
* Fluency in English is mandatory, German or French language skills are a plus

Technical Systems Proficiency:

* ServiceNow, BMC Remedy, Service Desk Plus, Visio, OneNote, and standard desktop publishing tools such as adobe creative suite.

Travel Required: 10%

* Yes both Domestic & International.

Eligibility:

* Able to work in the US without a current or future need for visa sponsorshi

Decision Making, Complexity:

* Influences the outcome of hiring and termination decisions within their service area.
* Influences decisions on solutions, both services and products.
* Interface with local, national and international peers within the IM organization.
* May survey customers to evaluate service delivery quality and in an effort to improve or enhance services provided.

Behavioral Success Factors:

* Dynamic environment, working with multi-cultural teams and individuals.
* Able to work closely and effectively with all levels of business and IM management
* Recognizes, and focuses department on, high priority objectives. Holds people accountable for results.
* Inspires trust, demonstrates flexibility, encourages frequent open communications and welcomes feedback

Organizational information:

* This position reports to the Head of IM Infrastructure and Operations Airbus North America

Job Dimensions, Contributions to Success:

* Manages user services for 4500 employees across North America
* Provides level 1, Level 1.5 and Level 2 support for more than 100 IM services across Airbus in North America: Airbus Americas, Inc., Airbus Helicopters, Inc., Airbus Helicopters Canada, and Airbus Helicopters Mexico.
* Manage 4 different help desk's teams across North America and deliver consolidated operational reporting while transformation to a single service delivery team
* Staff of around 10 - 20 people (employees, contractors and subcontractors)
* This position has budget responsibility for all of North America IM helpdesk activities: $3M
* This role is responsible for acting as the customer escalation manager for all IM helpdesk services in Airbus North America.

As a leader in our field, Airbus in America provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.

Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge.

As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.