IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience. Purpose The role of the Service Delivery Manager is to own IDEMIA’s servicing relationship with our customers. As first point of contact for our customers BAU needs, the Service delivery manager is expected to provide relevant information, in a timely manner to queries, whilst also supporting the on-going business needs of Audit/Compliance and any business roadmap activities such as forecast and stock management. The objective of the Service Delivery Manager is to protect customer contract revenue for both existing and new customers, whilst also identifying opportunities for additional revenue, or efficiency gains. Key Missions Relationship Management Manage all incoming customer requirements relating to their business as usual (BAU) activities. Participate in customer facing operational and service review meetings, building account management level relationships Build customer intimacy at multiple levels; identify decision makers, influencers, supporters and detractors. Develop a deep understanding of the customers organization to support their future roadmap and expectations. Know the pipeline of activity for the customer around order and stock management together with Perso volumes and other service requirements. Handle all customer escalations and complaints. Represent IDEMIA Commercial team as the primary contact for specific customer accounts. Process Execution Support incoming customer requirements relating to their business as usual (BAU) activities Perform end to end processes as required to meet the needs of our customers Ensure quality metrics and SLAs are met or exceeded, and in line with forecast revenue expectations Where required, ensure all input information is provided for product manufacture / order Stock Management and forecasting Process Management Define and document the process flow for owned processes Perform Continuous Improvement Activities on owned processes to identify risks, events, improvements Perform Voice of Customer Activities to ensure process fit for purpose Support Sales and Service Management in conversations around charging models, improvement activities and expectations of processes Review the complaints MI for trends and potential improvements to the process Support leadership in defining strategic changes to improve our process management and maximize margin Change Management Manage all Business-as-Usual Change Requests and small projects. Management of CRs to meet agreed timescales
Service Delivery Manager- fixed term contract- 18 months employer: IDEMIA
IDEMIA is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. As a leader in digital security solutions, employees benefit from a culture that prioritises professional growth, with opportunities to engage with major financial institutions and cutting-edge technology. Located in the UK, IDEMIA fosters a supportive atmosphere that encourages proactive problem-solving and effective communication, making it an ideal place for those seeking meaningful and rewarding careers in project management.
