Deskripsi Pekerjaan
Join IDEMIA as an IT Service Delivery Manager and become a pivotal force in safeguarding mission-critical systems that power global security solutions. In this high-stakes role, you'll orchestrate the seamless delivery of secure technology infrastructure, ensuring uninterrupted service availability for clients in defense, government, and enterprise sectors. You'll lead cross-functional teams through complex incident resolution, drive service excellence frameworks, and implement cutting-edge ITIL practices to mitigate risks in high-pressure environments. This position offers the unique opportunity to shape service strategies that directly impact national security and global trust, while working with industry-leading biometric and identity technologies.
As a guardian of mission-critical operations, you'll balance technical precision with strategic vision, transforming service challenges into opportunities for innovation. IDEMIA provides a dynamic ecosystem where your expertise in service management will directly contribute to securing digital identities worldwide. If you thrive in fast-paced, high-impact environments and possess a passion for technological resilience, this role offers unparalleled career growth at the intersection of security and service excellence.
Tanggung Jawab
- Oversee end-to-end IT service delivery for mission-critical infrastructure, ensuring 99.9% uptime SLAs
- Lead incident, problem, and change management processes in high-stakes operational environments
- Develop and execute service continuity plans for disaster recovery scenarios
- Coordinate cross-functional teams (network, security, infrastructure) during major incidents
- Implement ITIL v4 frameworks to optimize service operations and reduce MTTR
- Drive continuous service improvement initiatives using KPIs and performance metrics
- Manage vendor relationships and third-party service integrations
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field (Master's preferred)
- 8+ years in IT service management with 3+ years in mission-critical environments
- ITIL Expert certification or equivalent service management credentials
- Proven experience with incident management tools (e.g., ServiceNow, Jira Service Desk)
- Strong knowledge of cybersecurity frameworks (ISO 27001, NIST) for critical systems
- Experience leading cross-functional teams during major incidents
- Expertise in service level agreement (SLA) negotiation and compliance