EPC Product Support Manager
Air Liquide
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Job Description
The DDS InnoTech - EPC Product Support Manager oversees the global support ecosystem of EPC products within the Digital Delivery Services (DDS) Innotech. He/She is in charge of leading, planning, directing and controlling all activities related to Product Delivery and Technical Operations (RUN) according to customer engagements in order to maintain operational integrity and product performance.
He/she is reporting to the DDS Innotech EPC Domain Manager and will be part of the management team of the Core Business Domains department. He/she is managing the product experts and product support experts teams on operational topics and working closely with the EPC Domain Products team.Leadership and Team Management
Accountability: Hierarchical management of the level 3 support team (experts) and the globally distributed level 2 support teams (support experts).
Related Activities:
Acting as the primary interface between the Level 3 support team and the frontline user-facing teams (Level 2 support teams)
Managing the resource allocations
- Service Management
Related Activities:
Serve as point of escalation, review and approval for key issues and decisions for EPC domain product experts / support experts team
Present service performance /metrics data in a way which is understandable, actionable and adds value to the EPC domain Product portfolio / EPC domain Manager / DDS Innotech Operations Director
- EPC domain Products Operations and Performance
Related Activities:
Responsible for the Service Level Agreement related to EPC domain products
Accountable for incident & request management, resolution and related continuous improvement
Recommends improvements of the products to be included in the roadmaps based on the customers feedback
- Change Management
Related Activities:
Responsible for change management during releases and deployments
Ensures that all risks to capacity and availability are identified and appropriately mitigated
Visibility and planning of changes
- Product Upgrades & Patch Management
Related Activities:
Strategic Planning & Impact Analysis
Sandbox Testing, User Acceptance Tests coordination & Validation
Execution & Deployment Strategy
- Knowledge Management and competencies upskilling
Related Activities:
Responsible for Knowledge management related to the EPC products (RUN)
Prepare / deploy upskilling competencies plan in the frame of transformation program (E&C ALign)
___________________Are you a MATCH
Education
Bachelor's or Master's Degree in Engineering, Business, IT or equivalent experience
Training, certification
Domain: Engineering, Information Technology, Business
Work Experience - Overall - 10 plus years in Service/Product delivery operations.
InnoTech Operations:0-5 y
Digital & IT:5-10 y
Management:> 2y
Language-English
Level-Fluent
Technical expertise
Experienced in IT products development and operations, Understanding the InnoTech business (Engineering, Procurement, Construction).
Experience with Hexagon SmartPlant (SP3D, SPI, SPPID) and/or AVEVA (E3D, Diagrams, Engineering..) would be a serious 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.
About The Company
Air Liquide
Air Liquide is a world leader in gases, technologies and services for industry and healthcare. Present in 72 countries with 67,800 employees, the Group serves more than 4 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the Group’s activities since its creation in 1902. Taking action today while preparing the future is at the heart of Air Liquide’s strategy. With ADVANCE, its strategic plan for 2025, Air Liquide is targeting a global performance, combining financial and extra-financial dimensions. Positioned on new markets, the Group benefits from major assets such as its business model combining resilience and strength, its ability to innovate and its technological expertise. The Group develops solutions contributing to climate and the energy transition—particularly with hydrogen—and takes action to progress in areas of healthcare, digital and high technologies. Air Liquide’s revenue amounted to more than 27.5 billion euros in 2023. Air Liquide is listed on the Euronext Paris stock exchange (compartment A) and belongs to the CAC 40, CAC 40 ESG, EURO STOXX 50, FTSE4Good and DJSI Europe indexes.
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