Product Delivery Manager

Air Liquide•Independence, OH

6d•Onsite

About The Position

The Product Delivery Manager has a global vision of all products for a product line for the Americas. They will be responsible for the operational end-to-end management of IoT products and Bulk Supply Chain products family as per business needs. They will also be in charge of leading, planning, directing and controlling all activities related to Product Delivery and Technical Operations. This role is reporting to the product line director and part of the management team of the product line. In this position, you will be functionally managing the product expert team on operational topics and working closely with the customer services team for the incident management. This position is to be based in Cleveland (USA). Specifically for the team based in Cleveland there are three positions, acting as a team, that play a key role in supporting Airgas operations as the main user of BOS solutions in the Americas. The Product Delivery Manager (PDM) owns the Run phase (SLA-AME). The key go-to person for SLA.

Requirements

Bachelor or Master’s degree in engineering, information technology or a related field.
Experienced in IT products development and operation.
Strong understanding of IT Services, IT Security & Service Management.
Strong knowledge of Configuration Management, Deployment tools and scripting.
Strong knowledge of ITIL framework and incident management processes.
Good understanding of Software Technologies and Architecture.
Experience on building and maintaining cloud solutions on Amazon Web Services.
Understanding of IoT platforms, M2M / IoT communications (Sigfox, LoRA, NBIoT) would be an advantage.
Understanding of web services and API-REST.
Understanding of Industrial IT Environment : network, servers, embedded electronics, would be a plus.
Good understanding of Supply Chain Management Principles.
Excellent English level is a must.

Nice To Haves

Leadership qualities, networking and persuasion skills.
Ability to work in a team environment with a problem-solving attitude.
Strong interpersonal and communication skills.
Capacity to adjust their communication to different interlocutors and situations, specially in front of customers.
Analytical, problem solving and decision-making skills.
Planning, prioritization and organizational skills.
Ability to work independently with minimal direction.
Self-starter/self-motivated.
French speaking would be a plus.

Responsibilities

Monitoring and management of performance KPIs for the service in close collaboration with Customer Services.
Serve as point of escalation, review and approval for key issues and decisions for all Service Management domains.
Present service performance /metrics data in a way which is understandable, actionable and adds value to the Service Manager.
Support Service Reviews organized by the BU with Local Digital Solution Owners and the BIS.
Accountable for day to day product operations and performance.
Responsible for the local Service Level Agreement.
Accountable for incident & request management, resolution and related continuous improvement.
Recommend improvements of the product to be included in the roadmap based on the customer feedback.
Responsible for change management during releases and deployments.
Ensures that all risks to capacity and availability are identified and appropriately handled.
Visibility and planning of changes.