Manager Field Services

Overview

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.

Responsibilities

• Comprehensive knowledge of the technical service and field service business. Able to perform technical service activities proficiently if or when business needs dictate.
• Excellent customer skills; a single-minded focus on putting customers first. Understands issues from the customer’s perspective; commits resources necessary to meet those needs. Follows up to ensure complete satisfaction. Reviews SLA performance with clients and assists the Program Team with the delivery of Business Reviews.
• Leadership; Shares organizational goals with team. Ensure the mission of each team member is aligned and well understood. Operating procedures are well documented and practiced.  Accountability becomes expected, results measured and shared. Lead Severity (SEV) 1 calls as required for duty manger rotation and escalate issues as appropriate.
• Coaching, Mentoring, and Counseling are necessary activities to ensure all team members are equipped to perform at a high level. Performance management and periodic feedback keeps team members on track for success. Actively promotes talent development through career planning activities.
• Personal Growth. Open to being mentored and coached for continuous improvement and learning.
• Organization’s goals and objectives are well understood and embraced; commits to achievement. Steward of Idemia assets. Delivers performance expectations.
• Implements new processes and technologies designed to lead the organization forward. Contributes new ideas and best practices to advance operational efficiency and effectiveness.
• Fosters success. Creates an atmosphere of achievement by providing well documented performance expectations. Individual performance is monitored and reviewed routinely. Corrective measures implemented when appropriate.

Qualifications

• Experience with managing multi-site and multi-state support models.
• Experience with distributed team management
• Sensitive to large program, project timelines, & financial costs
• Resourceful, showing creativity for Field Services and overall continuous business improvement.
• Excellent communication skills, interact daily with all business partners.
• Strong customer focus and service orientation Info Technology
• Strong working experience with Microsoft Office suite
• Bachelor's degree preferred, but not required.