AM Service Manager for CRM (m/f), Ottobrunn

Airbus is a leading aircraft manufacturer with the most modern and comprehensive family of airliners on the market, ranging in capacity from 100 to more than 500 seats. Airbus champions innovative technologies and offers some of the world’s most fuel efficient and quiet aircraft. Airbus has sold over 13.800 aircraft to more than 360 customers worldwide. Airbus has achieved more than 8,000 deliveries since the first Airbus aircraft entered into service. Headquartered in Toulouse, France.

Your Mission

Coordinate Enterprise Platforms Application Management services under his/her responsibility as CRM domain expert in line with the AM Country Representatives and AM Unit Manager to provide to end users the support they need to use the business system

Your Responsibilities

• Create reporting of the CRM services and share it with the stakeholders
• Ensure the quality of the service according to the KPIs defined in the SLA and execute model adaptions based on experience and lessons learnt
• Set up corrective actions defined by the AM Unit Manager and the AM Country Representatives
• Manage minor evolutions/ change request as per requests by CRM BPs
• Manage risks of the services under his/her responsibility of CRM Application Management services
• Plan and monitor the budget of the CRM services (cluster) included in the AM budget. Aligned with Service Owners
• Define the resource capacity planning for Application Management services under his/her responsibility
• Act as focal point from CRM Application Management teams in front of Business Partner and other TZI organizations (one of the most important)
• Support with any necessary information referring to the AM tasks/contract. Negotiate with provider, if necessary.
• Ensure that CRM systems are running properly to ease daily activities and keep the business users productive, coordinating the incident and problem management and being the responsible for maintaining updated the configuration of the service management tools.
• Be responsible for end to end service traceability & visibility for CRM
• Lead the supplier teams and coordinate their work of CRM services
• Collaborate in updating the application portfolio in AMvision scope and coordinate application transition from new entries into service
• 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.

Profile

• Expert in CRM specially in sales
• Extensive knowledge of Microsoft Dynamics
• Must be highly organized and able to work on multiple tasks
• An effective communicator working across countries and business areas
• Must know how and when to negotiate
• Able to recognize and solve problems quickly
• Experience in people management
• To work with minimum of supervision
• Work well in a European team environment
• Be willing to travel is expected due to international responsibility
• Able to work and communicate in German and English