Site Reliability Engineer
Service Delivery Manager
Bucharest
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Job description:
- 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
- Defines strategy and manages maintenance for complex technical solutions
- Manages complex and critical situations in autonomy with the customer
- Explains or summarizes complex issues, defines and communicates associated actions plans
- Coaches and tutors less experienced SDM
This role requires availibility to travel in APAC region every two months. In addition,availibility to travel in Europe.
Profile description:
- Manage cross-functional stakeholders and coordinate technical activities.
- Ensure service delivery, SLA compliance, and effective crisis management.
- Understand customer requirements and validate technical solutions with support teams.
- Contribute to technical documentation and project reporting.
- Apply project management best practices and ITIL processes.
- Use MS Office, MS Project, and CRM tools effectively.
- Minimum 5 years' experience in project and/or operations management with external subcontractors.
- Experience implementing or operating complex industrial systems (mechanical, laser, precision equipment).
- Engineering degree (Industrial Maintenance or equivalent).
- ITIL certification is a plus.
- Strong communication skills in English and French (Spanish is an advantage).
- Customer-focused, proactive, analytical, autonomous, and service-oriented.
- Excellent teamwork, presentation, and stakeholder management skills.
Why Join IDEMIA?
Join a global technology leader where innovation, diversity, and collaboration drive the development of secure solutions that make the world safer. Grow your expertise in an international environment while contributing to cutting-edge technologies.
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