Job description: Defines maintenance strategies in accordance with customer requirements (spare parts management, software updates, support team organization) and associated quotes Monitors customer service KPIs and maintenance budget, and drives associated action plans Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers) Ensures adequate communication with customer and internal stakeholders through meetings and reporting Proposes improvements to maintenance strategy throughout the life of the contract Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders Defines strategy and manages maintenance for complex technical solutions Manages complex and critical situations in autonomy with the customer Explains or summarizes complex issues, defines and communicates associated actions plans Coaches and tutors less experienced SDM This role requires availibility to travel in APAC region every two months. In addition,availibility to travel in Europe. Profile description: Manage cross-functional stakeholders and coordinate technical activities. Ensure service delivery, SLA compliance, and effective crisis management. Understand customer requirements and validate technical solutions with support teams. Contribute to technical documentation and project reporting. Apply project management best practices and ITIL processes. Use MS Office, MS Project, and CRM tools effectively. Minimum 5 years' experience in project and/or operations management with external subcontractors. Experience implementing or operating complex industrial systems (mechanical, laser, precision equipment). Engineering degree (Industrial Maintenance or equivalent). ITIL certification is a plus. Strong communication skills in English and French (Spanish is an advantage). Customer-focused, proactive, analytical, autonomous, and service-oriented. Excellent teamwork, presentation, and stakeholder management skills. Why Join IDEMIA?Join a global technology leader where innovation, diversity, and collaboration drive the development of secure solutions that make the world safer. Grow your expertise in an international environment while contributing to cutting-edge technologies. Show more Show less