ABOUT US DIGITAL WORKPLACE (DW)

Digital Workplace (DW) was established to be an enabler of Digital Transformation across Airbus. Its
primary focus is to: provide employees with simple, intuitive and easy to use workplace tools and services;
enable employees to create and collaborate from anywhere at any time; enable continuous optimisation of
work experience and productivity underpinned by fit-for-purpose security.

ABOUT US PROXIMITY SUPPORT (DWX)

Within DW the Proximity Support team (DWX) is responsible for:
Providing effective E2E support throughout the complete Matrix organization of Digital Workplace and across the Digital organization.
Managing the DW suppliers to ensure the service delivered to the end users is to the expected level of service across all DW products.
DWX ensures DW services and products are delivered the same way (harmonized) both locally and transnationally. To provide the same end user experience across all sites and countries in Europe.
DWX are both business and product facing, we gather information/feedback/new needs from the business and feed that to the DW products (Laptops/Pc’s/Printers/Smartphones/Techbar/Meeting Rooms etc) to improve the service delivered and product quality.
DWX communicates any DW vision & product developments or strategy changes directly to the business via ISR/DIG forums.

EXPERIENCE REQUIRED::

• Managing suppliers
• Managing Service delivery
• Ability to work autonomously and as part of an extended team
• Innovative at finding solutions
• General IT interest
• Knowledge of Belfast site and advantage
• Knowledge of Digital Workplace an advantage
• Good understanding of end user support
  

  LI-AB1

EXPERIENCE LEVEL:

Professional

DESCRIPTION OF ROLE

Based in Belfast, this IT Operations Manager role will be part of a locally based team to support the daily operations of all DW Products (Laptops/PC’s/Printers/Smartphones/Techbar/Meeting Rooms etc) for this location. The deliverables are as described in the ‘About us Proximity Support (DWX)’ section above. In addition the successful candidate will also be involved in deploying Airbus hardware into a new and exciting environment.
The successful candidate will be integrated into the existing UK SDM Proximity Support team and will look after a dedicated scope to build and maintain a fruitful business relationship with the Airbus business functions on site. will be expected to work closely with the DW SDM based in Belfast (and UK proximity support teams) to ensure delivery of service from sub contractors and escalate/resolve when intervention is needed. It’s imperative there is a close working relationship with the Service Delivery Manager based on one key objective of the role is to ensure that for all DW products, all services (e.g. Incident/Installation/Move/Add/Cancellation/Refresh) are delivered to the required quality and Business defined SLA’s

RESPONSIBILITIES

• Support the DW SDM focal point taking ownership of issues through to resolution.
• Monitor using ServiceNow dashboards and report on the quality of the services delivered
• Manage and support Business escalations within agreed processes and timescales
• Managing the service provider relationship including:
• Review and challenge supplier root cause analysis and action plan implementation.
• Face-to-face meetings with business representatives
• Be able to support users/focal points on their daily demands or escalations using the supplier contract.
• Collaborate with others teams within Digital to ensure maximum efficiency of DW services. Transnational in some cases
• Contribute to Digital workplace projects aiming to implement a best in class support model for Airbus
• This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.
• Attend UK Proximity Support Meetings to report on activities as deputy for SDM.