Service Operations Manager Telecom

Introduction

The sky’s the limit for a Service Operational Manager at KLM. As a vital member of our IT Telecom department, you will be responsible of end-to-end Service management on Critical Communication Services for Air France KLM Group with strong interactions with all businesses involved in Flight Operation and several Technical Teams. He/she will represent these services across the organizations, for the projects, the run and the evolutions.

Critical Communications scope includes all the services around Private Mobile Radio and Push to Talk, Radio Air/Ground and advanced Telephony and Radio systems, all these systems are used by Operational flight entities of KLM and Air France.  

Agility is now key for managing activities and projects.

What are you going to do?

Smooth and undisturbed communications are crucial to all of KLM and AF operations. As Service Operational Manager of Critical Communications, you will ensure:

• Development and updating of the service roadmap and the service catalog in Service Now, the group's ITSM tool.
• Ensure Customer relationship management, monitor the customer satisfaction in terms of quality of Service and project implementation. Part of this, you could also manage or coordinate task forces in case of significant technical issues
• Define, supervise and monitor improvement plans, including strongly evolved in the evolution of the services for new business needs and Telecom roadmaps for Critical Communications
• Participation in business and technical projects
• Ensure the communications toward the businesses and Business Relation Managers within IT
• Participation and contributions in committees with suppliers and telcos.
• Follow up continuity costs and TCO, contribution and participation on negotiations, publication of KPI

The Service Operation Manager ensures a cross-functional coordination role with the internal and external teams that contribute to the value chain. He/she will work with various stakeholders (business teams, engineering teams, architects, project managers, network teams, security teams, contract managers, operators and suppliers, etc.).

Additionally, you will:

•            play roles within Agility Product Team of Critical Communication Solutions

•            Contribute or ensuring small specific activities

Where do you land?

You’ll become part of Air France Telecom Department, specifically in Communications Solutions Team Product Lines. This team include 3 Agile Product Teams based per product family (Voices and Call Center, Video, Critical Communication). You will work with AF and KLM Telecom teams and with AF and KLM businesses with occasionally trips toward Roissy Charles de Gaulle Airport.

Your profile

You have some technical background on telecom domains and you have also an experience on managing products or projects. That’s why you bring an end-to-end vision. You have a good communication, taste for working cross-functionally and able to federate, able to establish and maintain good relations with all stakeholders, Business oriented, autonomous and have a good reporting, able to prevent and anticipate issues of difficulties and a synthesis spirit.

In addition, you:

•  have a technical degree at the hbo level ;
•  have at least 5 years of experience working in Telecom;
• are familiar with agile ways of working and ITIL processes;
• Agile knowledge and experience