Product Delivery Manager

Location:

World leader in gases, technologies and services for Industry and Health, Air Liquide is present in 80 countries with approximately 66,000 employees and serves more than 3,6 million customers and patients. Oxygen, nitrogen and hydrogen have been at the core of the company’s activities since its creation in 1902. Air Liquide’s ambition is to be the leader in its industry, delivering long-term performance and acting responsibly.

How will you CONTRIBUTE and GROW?

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

Engagement Lead → Owns the global relationship, engagement, satisfaction (AMG-DDS), possesses a deep understanding of Industrial Applications solutions and their applicability to Air Liquide/Airgas industrial environments.

Product Experts → Owns the implementation of the product holistically, including the understanding of the business/operations needs, developments to be made, and the implementation/deployment of the product. Holds a deep understanding of the product and is capable of recommending the best way of using it for each need. Owns Support L3 and the iteration with the technical teams to support/maintain the product

Product Delivery Manager (PDM) → Owns the Run phase (SLA-AME). The key go-to person for SLA

At Air Liquide we RESPECT, HONOR and VALUE diversity.

Air Liquide is hiring for a Product Delivery Manager in Cleveland, OH.

We are looking for you!

Comprehensive Family Benefits: Air Liquide offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.

Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.

Early Access: Your benefits start on the first day of employment.

1. Service Management

• 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.

2. Product Operations and Performance

• The Service Delivery Manager is accountable for day to day product operations and performance.

• Responsible for the local Service Level Agreement.

• They are accountable for incident & request management, resolution and related continuous improvement.

• They will recommend improvements of the product to be included in the roadmap based on the customer feedback

3. Responsible for Change Management

• 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.

Recruiter: Alessandra Manrique - [email protected] / 281-468-8286

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Are you a MATCH?

Required Qualifications:

• 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.

Preferred Qualifications:

• 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

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.