Service Delivery Manager

Job description: Purpose Deter, Detect, Protect IDEMIA Public Security's Road Safety business line is at the forefront of creating advanced and comprehensive technologies that enhance road safety and reduce road fatalities. We specialize in crafting, manufacturing, and supporting cutting-edge, versatile advanced traffic enforcement systems. Our solutions integrate advanced embedded image processing, Artificial Intelligence, and analytics capabilities, empowering government road authorities to deter unsafe driving behaviors, detect road violations, and protect all road users. With over four decades of experience in road safety, we've successfully deployed 13,000 traffic law enforcement systems globally.  We are looking for our Global services manager managing teams spread worldwide. This position is based at Abu Dhabi and working to maximize 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 quotesMonitors customer service KPIs and maintenance budget, and drives associated action plansManages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers)Ensures adequate communication with customer and internal stakeholders through meetings and reportingProposes improvements to maintenance strategy throughout the life of the contractEnsures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholdersChallenges maintenance strategy and imagines new maintenance strategies vs. new needsManages the service and maintenance team  Required Tech skills : Python PHP, C++ nice to have; JIRA, SVN and analysis capacity skills What can you bring ? Computer science / Engineering degree (Bac+5)5 years, preferabely in the road safety enforcement fieldExcellent communication and interpersonal skillsAbility plan and organize projects and people and make impactful decisionsAbility to inspire and generate commitmentProactivity, flexibility and ownershipResilienceOrganizational SkillsProblem SolvingAutonomyChange managemen