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Smart Hands and Enhanced Support Manager

Date: Jan 28, 2019

Location: Gurgaon, HR, IN

Smart Hands and Enhanced Support Manager-TBIS-INGN01906300


At Bombardier Transportation, our trains and rail solutions move millions of people safely and reliably around the world, every single day. Join us, and you’ll be part of a global team, sharing knowledge, experience and ideas across countries and cultures, and boosting our reputation as a global leader in rail technology. Your work will have a truly human impact, connecting communities, cities and businesses, and helping people to get where they need to be. It’s all about progress.

If you’re ambitious, driven and team-spirited, this is your opportunity to build a career as a Smart Hands and Enhanced Support Manager.

About the role:

The incumbent of the role is accountable for the delivery, performance and cost of the overall Bombardier Smart Hands Service and Enhanced (aka VIP) related services

The Smart Hands Enhanced Services are is operated by a 3rd party (currently IBM) and serve all IS / IT users in Bombardier Inc, Bombardier Aerospace and Bombardier Transportation (i.e. approximately 70.000 users).

Key Responsibilities :

- Manage the supplier delivery for the Smart Hands and Enhanced Services in a 24x7 mode, 365 Days a year, in all Bombardier locations (approx.. 500 at this point in time)

- Liaise with other Service Managers and Project Managers to equip the Smart Hands and Enhanced Support Staff with knowledge and expertise in order to respond to user requests and to resolve tickets in quality and time.

- Manage the cost of the Service, manage tools and software, related to the Smart Hands and Enhanced Support delivery including their cost, forecast the utilization of the resource units in order to provide a financial forecast and budget planning for the service, Manage Health, Safety and Environmental (HSE) compliance of the 3rd party suppliers.

- Identify, unlock and implement cost saving and improvement measures for the Services, including so-called “left-shift” activities to enhance user experience and service delivery through automation.

- Ensure SLAs and KPIs are being met for all elements of the service delivery, work on implementing new, enhanced SLAs and KPIs in order to hold suppliers accountable, to improve delivery and to achieve HSE compliance.


Qualifications & Functional Knowledge-

· Deep understanding of Operations Frameworks, like ITIL, understanding of infrastructure and applications technologies and their lifecycle

· 8 years+ IS/IT experience

· Deep understanding of the interaction in Group IS, counterparts, roles and responsibilities

· Experience in a large IS/IT estate with suppliers performing outsourced activities

· Working with/in an almost 100% outsourced team

· Degree in Computer Science, Economics or similar

· Strong understanding of Operations, Infrastructure, Applications and Business Services and their interdependencies

Knowledge of the Business

· Basic understanding of Manufacturing/Engineering/Project Management

· Excellent understanding of IT Services and Processes

· Primary driver for user satisfaction and experience

· Strong interaction with all other IS teams and the business requires the skill to communicate fact based and simplified

· Identify and implement compromises between parties

· Facilitate between different individuals to achieve a common goal

· Apply analytical skills to identify and resolve issues

About us

Bombardier Transportation is a global leader in rail technology, offering the broadest portfolio in the industry. We cover the full spectrum of rail solutions, ranging from trains to sub-systems and signalling, and provide complete transport systems, e-mobility technology and maintenance services. As an innovation driver we continuously break new ground in sustainable mobility, and our integrated solutions create substantial benefits for operators, passengers and the environment. And, headquartered in Berlin, Germany, we employ around 39,850 people, with products and services operating in over 60 countries.

Bombardier is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, veteran status, or any other characteristic protected by Federal, National, or Local Laws.

Job: Information Systems and Information Technologies
Primary Location: IN-HR-Gurgaon
Organization: Transportation
Schedule: Full-time
Employee Status: Regular

Job Posting:
28.01.2019, 12:02:59 AM

Unposting Date
27.02.2019, 10:59:00 PM

Job Segment: Genetics, Engineer, Manager, Information Systems, Computer Science, Science, Engineering, Management, Technology