Airbus Final Assembly Line
  • 11-May-2021 to 31-Jul-2021 (CST)
  • Mobile, AL, USA
  • Market Competitive Salary
  • Salary
  • Full Time

This position offers the following benefits: Medical insurance, Dental insurance, Vision insurance, Prescription insurance, Healthcare Advocacy, Employee Assistance Program, Flexible Spending Accounts, Health Savings Accounts, Basic & Voluntary Life and Accidental Death & Dismemberment insurance, Short and Long-term Disability insurance, 401(k), Paid Vacation, Paid Personal/Sick Time, Paid Holidays, Tuition Assistance, Bonus(es). These are our current benefit offerings for the 2021 plan year and are subject to change without notice.

Airbus is an international pioneer in the aerospace industry. We are a leader in designing, manufacturing and delivering aerospace products, services and solutions to customers on a global scale. We aim for a better-connected, safer and more prosperous world.

A commercial aircraft manufacturer, with Space and Defense as well as Helicopters Divisions, Airbus is the largest aeronautics and space company in Europe and a worldwide leader.

Airbus has built on its strong European heritage to become truly international with roughly 180 locations and 12,000 direct suppliers globally. The company has aircraft and helicopter final assembly lines across Asia, Europe and the Americas, and has achieved a more than sixfold order book increase since 2000.

Position Summary:

The IM Service Delivery Manager for FAL Applications in Airbus North America (USA - FAL Mobile A320/A220) is responsible for the management of IM Services and tools (Manufacturing, Quality, Logistics, Toolings). It includes the management of the Maintenance, Support, Operations, Transition, Design and Strategy of those services. In this role, the jobholder will be accountable, and the main interface between our internal customers (FAL departments) and the various stakeholders responsible for running the services (suppliers, Airbus IM Europe, ACLP IM Canada). Her/his priority will be to manage those services as products with a clear roadmap but also to define and implement the appropriate operating model with the stakeholders and all the necessary reporting and KPIs to measure and improve the quality of the services.

This position may have direct reports depending on FAL Mobile rate, Internal and External Business Analyst.

Primary Responsibilities:

Services Management, Design and Strategy:

  • Define and implement a Service Catalogue for each product line
  • Continuous improvement of the service portfolio and service level management
  • Define any Knowledge database management to support and improve the support activities
  • Financial management of the services, budget planning, cost analysis and costing model
  • Responsible for License management and compliance
  • Work with Procurement to establish supplier relationships with existing and future service suppliers.
  • Works with other IM domains such as Infrastructure and Governance to improve the service and define a product roadmap with related funding and means
  • Work with the key stakeholders in the Corporate Function to define product roadmaps and strategy
  • Strongly Collaborates with Airbus IM Europe to improve operating model and quality of the services rendered in North America. Work together on product roadmaps.
  • Collaborates with global Airbus IM to develop and improve standards
  • Ensures compliance with Airbus IM standards, architecture standards & evolving cyber security requirements

Operations, Support and Maintenance:

  • Implement and Deliver divisional, departmental and consolidated operational reporting and dashboards covering key KPI's and SLA's across contracts.
  • Standardize support processes, procedures and escalation services across all Airbus North America divisions.
  • Act as the key IM accountable person in front of internal customers in case of crisis or escalation
  • Responsible for delivering the proper level of service according to agreed SLA established with the business function or specific division.
  • Liaise with IM Product and Services Managers in Europe to track, follow-up, and act as an escalation point of contact for incidents and requests which require resolution from the EU teams and CN teams.
  • Define appropriate governance and organize regular meetings with customers, suppliers and other stakeholders

Projects and Service Transition:

  • Facilitate and ease entry into services of projects
  • Set-up help-desk support and ensure appropriate support model is in place prior any entry into service
  • Manage deployment of releases and change requests. Follow-up and ensure on-time delivery of change request

People and Stakeholders Management:

  • Develop relationships with other IM service delivery managers and domain leaders to build a comprehensive knowledge base of articles across the full spectrum of IM services.
  • Manages the internal IM team members responsible for delivering enterprise & data management services and accordingly recommends employee actions including hiring, promotion, transfer and discharge.
  • Tracks the performance of supplier personnel using contracted KPI's and SLA's, Initiate recommendations for supplier improvements aligned with contractual agreements.

Qualified Experience / Skills / Training: Education:

  • Degree in Information Technology or an equivalent combination of education and experience


  • At least 5 to 10 years of experience in managing enterprise services in a Global Context
  • At least 5 years of ITIL service delivery experience in an IM support environment
  • At least 5 years of experience in service contract management
  • Understanding of Airbus IM standards, project and services methodologies and procedures is a plus
  • Knowledge of IM supplier landscape in North America is a plus


  • ITIL Service Operations and ITIL Service Transition is desirable

Knowledge, Skills, Demonstrated Capabilities:

  • Knowledge of the Production environment
  • Knowledge in the areas of ITSM, ITIL, Knowledge Article development and KPI Reporting
  • Knowledge in cloud-based and SaaS service management

Communication Skills:

  • Strong communication (oral and written), interpersonal, and facilitation skills
  • Fluency in English is mandatory, German or French language skills are a plus

Technical Skills Proficiency:

  • Knowledge of SAP-PP required
  • Knowledge of SAP-MM/QM/PS/PM is a plus
  • Knowledge of Cloud solutions is a plus
  • Knowledge of SAP Big Data tools is a plus

Travel Required: 10%

  • Yes both Domestic & International.

Decision Making, Complexity:

  • Influences the outcome of hiring and termination decisions within their service area.
  • Influences decisions on solutions, both services and products.
  • Interface with local, national and international peers within the IM organization.
  • May survey customers to evaluate service delivery quality and in an effort to improve or enhance services provided.

Behavioral Success Factors:

  • Dynamic environment, working with multi-cultural teams and individuals.
  • Able to work closely and effectively with all levels of business and IM management
  • Recognizes, and focuses department on, high priority objectives. Holds people accountable for results.
  • Inspires trust, demonstrates flexibility, encourages frequent open communications and welcomes feedback

Organizational information:

  • This position reports to the Head of IM Site (Mobile, AL)

Job Dimensions, Contributions to Success:

Nature of Contacts:

  • Manages IM Applications (Manufacturing; Quality, Logistics and Tooling, and some support functions solutions in liaison with SDM Corporate Solutions (ClicknBuy, SAP P11, ...) for the Mobile FAL
  • Manages approximately 10 core services and solutions
  • Coordination with more than 10 suppliers, editors, or system integration
  • This position has a budget responsibility for all of North America manufacturing services activities
  • Manage local internal and external Business Analysts assigned to the Manufacturing Domain

Name of Contacts:

  • Involve communication on a regular basis with internal and external parties
  • Involve communication on a regular basis with head of functions in Airbus North America

Working Conditions/Physical Demands

  • Hearing: able to hear sufficiently to engage in conversation in office settings Able to hear safety alerts and warning signals.
  • Equipment Operation: Able to operate a wide range of personal and office electronic equipment.
  • Lifting: able to occasionally lift up to 10lbs/5kg.
  • Sitting: able to sit for extended periods of time at computer and in meetings.
  • Standing: able to stand for extended periods of time.
  • Walking: able to walk through office and production areas, around flight line and airstrips and sometimes on uneven indoor and/or outdoor surfaces.
  • Travel: able to travel independently domestically and internationally on short notice for extended periods of time.
  • Squatting/Kneeling: able to occasionally squat or kneel to retrieve or replace items shelved on bottom shelves.
  • Pushing/Pulling: able to push/pull items in office areas.
  • Carrying: able to occasionally carry up to 10lbs/5kg which engaging in training, addressing production issues or as part of continuous improvement projects.
  • Speaking: able to engage in conversations in person and via electronic means and deliver information to groups of varying size with or without amplification.
  • Vision: adequate to enter and read material on computer screens. Able to identify individuals to initiate greetings, the giving of directions and other business interactions.

As a leader in our field, Airbus in America provides relocation assistance for qualified positions and a comprehensive compensation and benefits package.

Airbus in America provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. In addition to federal law requirements, Airbus in America complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, demotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.

Airbus in America expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, pregnancy, marital status, veteran status or other legally protected status. Improper interference with the ability of Airbus' employees to perform their job duties may result in discipline up to and including discharge.

As a matter of policy, Airbus does not sponsor visas for US positions unless specified. Only applicants with current work authorization will be considered.

Airbus does not offer tenured or guaranteed employment. Either the company or the employee can terminate the employment relationship at any time, with or without cause, with or without notice.

Airbus Final Assembly Line
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