Service Manager Air Traffic Management Tower Systems
We are looking for a Service Manager to our Customer Support function within Air Traffic Management. This is a role as a coordinating team leader, with the ability to maintain and develop the way we provide support to meet our customers’ expectations of quality and efficiency.
As a Service Manager, you are experienced within the customer support area. With good judgement and flexibility, you understand the need to provide timely response and service to keep the customer happy. You also have the ability to lead a team of second line support technicians, while administering a range of customer projects to ensure our Service Level Agreements are met.
The main tasks are:
Define, maintain and improve our processes, activities and operations continuously
Create and communicate reports of statistics and issue status for all customers
Follow up status of issues escalated to third line, and communicate relevant progress
Administer customer agreements and users in the ticket system
Follow up budget and finance for support contracts and warranty agreements
Conduct training and coach the third line resources within the discipline
Participate in bid work and new support offers to monitor support interests
Coordinate with first line supplier to ensure quality and collaboration
To thrive in this role, you are a self-motivated person with great communication skills. You are used to efficiently collaborating with team members as well as other stakeholders. You are structured and have a confident mindset enabling you to adapt to circumstances.
Several years of relevant work experience
Excellent communication skills in English, verbal and written
Team leader experience, resource planning
Experience of creating statistical reports, both for issue status overview and financial result
Knowledge of Jira Service Desk
Knowledge of (or certified within) ITIL 3/4
This position requires that you pass a security vetting based on the current regulations around/of security protection.
For positions requiring security clearance additional obligations on citizenship may apply.
What you will be a part of
Saab Traffic Management (TM) serves customers around the globe with advanced solutions that enable the safe and efficient movement of people and goods. One of the operating units within TM is Air Traffic Management (ATM), the solution provider of air traffic control tower systems
At ATM, we develop full air traffic control systems for the tower operations. All flights on and around the airport are planned, monitored and controlled by our system, providing the essential tools for the air traffic controllers to perform their tasks as safe and efficient as possible.
The ATM department consists of an enthusiastic team of project managers, systems engineers, installation managers, software engineers, test and integration and support engineers. The products of Saab are applied in various projects worldwide, in the area of Air Traffic Services inside air traffic control tower at airports and remotely allowing control of multiple airports from one location.
If you are interested in what benefits you can take part of as an employee at Saab in Sweden, you can read more about them here
Saab is a global defence and security company operating in the fields of air, land and naval defence, civil security and commercial aeronautics. We number 17,700 employees and have operations on all continents. Technologically we are leaders in many areas, and one-fifth of our earnings are spent on research and development.
If you aspire to help create and innovate whilst developing yourself in a challenging team setting, Saab may well have the perfect conditions for you to grow. We pride ourselves on a nurturing environment, where everyone is different yet we share the same goal – to help protect people.