Ensure that service levels are met in line with the SLAs defined for the Airbus AMM, IPC, SRM_text, Illustration and Wiring Manuals for Airbus SA, LR, MB and XWB (A319, A320, A321, A330, A340, A350 and A380) programs.
Set up and manage upkeep of service delivery model, in alignment with PGP; including artifacts like organization structure, staffing plan, quality plan, Service Improvement Plan, release plan, training plan etc
Manage and assures the qualities of delivery to the client, by ensuring Process Implementation, compliance, incident management & Continuous Service ImprovementManagement and improvement of delivery through:
Offshore staffing pyramid
Establish client satisfaction criteria (jointly with the onshore team), and regularly monitor client feedback to measure satisfaction levels against established criteriaEnsure continuous and smooth communication w.r.t. service delivery among all stakeholders and team members, as needed. Manage escalations effectively.
Ensure retention of delivery team by effective management of people processes such as:
expectation setting and goal definition
timely performance reviews & continuous feedback
capability development & training management of delivery team including required certifications
management of career progressions within the team
Manage staffing & administration pertaining to service delivery effectively
Mentor delivery team on AIRBUS methodology and drive consistent processes
Articulate the proposed solution (for priority change requests) & related benefits adequately and persuasively, reflecting a balance between client’s interests/concerns as well as Capgemini business interests.
Protect the interest of client and delivery, by challenging the construct of the project and by demonstrating continuous service improvements and innovation through triggers like but not limited to:
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