New Posting - Lufthansa Systems Americas

Service Delivery Manager (M/F)
Lufthansa Systems Americas, Inc. - Toronto, ON

Manage delivery of system maintenance and consulting services as defined in the Statements of Work for the Air Canada account Coordinate with the customer and Lufthansa Systems production departments to define and document customer requirements and to deliver Lufthansa Systems services according to established Service Level Agreements Coordinate / manage projects to implement new software releases and/or other major software enhancements with the customer Establish and maintain procedures as required to deliver services and to maintain excellent communication channels with the customers and with Lufthansa Systems production units Manage issues to avoid/minimize customer escalations Follow established company standards for service delivery management Chair and prepare regular customer status meetings Provide accounting and sales support to the Account Manager Prepare monthly internal account reports and customer status reports Communicate effectively through frequent interactions with Lufthansa Systems production, product management, finance, and other members of cross-functional teams Display strong work ethic and ability to meet tight deadlines with good quality Tasks: Spend at least 3 days per week at the customer site. Meet on-site with the customer as needed to establish and maintain excellent communication channels and working relationship, and to provide status updates Identify customer strategies and priorities and work with customer and Lufthansa Systems production team to plan, monitor, and deliver products/services on time and with good quality. Gather and document additional requirements Follow up on in-progress and late tasks (customer and Lufthansa Systems); provide clear communications to all stakeholders and escalate as needed to Account Manager Monitor and report on Service Level Agreements as defined in the Statements of Work. Investigate reasons for missed Service Level Agreements and work with production to resolve issues Monitor day-to-day service delivery, identify issues and raise internally. Identify and manage risks. Resolve conflicts Produce internal reporting and external reporting as required. Update internal reporting systems as required Manage monthly invoicing process. Follow up on unpaid invoices to ensure full payment. Monitor customers payment performance if a payment plan is implemented Develop and update budgets and forecasts for revenues and costs Develop and/or participate in presentations and attend User Conferences as required *Other duties as assigned or required Your profile High school diploma/GED required College degree/vocational training: Master desirable, Bachelor required Language: English required, German and French desirable Airline industry knowledge required: In particular understanding of operational systems. Project management skills and sales skills desired Expert knowledge: Knowledge of Lufthansa Systems companies, their processes and products Expert IT Knowledge: Excel, Word, Powerpoint; Visio, MS Project "user" level knowledge Professional Experience Required: At least 5-7 years of progressive responsibility and experience in service delivery and/or project management in an airline related IT Proven ability in establishing and maintaining excellent working relationships with customers, peers and distributed teams Experience in monitoring and reporting on Service Level Agreements Experience in developing and maintaining budgets and financial forecasts based on expected revenues and costs Experience assisting in maintaining large IT systems strongly desired Experience in all phases of system life cycle with focus on: problem analysis, requirements gathering and documentation, testing, and version and release implementations strongly desired Environmental Influences: Willingness to travel Must possess a valid driver's license Airport environment: Must be willing to work shifts/overtime Must be willing to work under constant time pressure Must be willing to work under high stress levels Authorities: In accordance with rules and regulations, and given authorities *CV/Resume Required About Lufthansa Systems Americas, Inc. Lufthansa Systems provides consulting and IT services for selected industries and has a leading position in the global aviation industry. The wholly-owned subsidiary of the Lufthansa Group offers its customers the entire range of IT-services, including consulting, development and implementation of industry solutions as well as operations. At its headquarters in Kelsterbach near Frankfurt/Main, Germany, the company operates one of the most modern data centers in Europe. Lufthansa Systems has offices in Germany and 16 other countries and employs about 2,800 people. www.lhsystems.com If this is you, please apply online. Lufthansa Group