WP - Service Lifecycle Management "SLM 2.1"



Work Package Service Lifecycle Management "SLM 2.1" Description Sheet

Objectives



Airbus North America IM (Information Management) is looking for an experienced Agile Project Manager and SLM expert that shall drive the completion and deployment of the Airbus North America SLM processes.



The objective is to analyze the as-is framework, IM & Customer Service Product Catalog and other active service delivery and asset management initiatives. Develop processes and governance supporting the phases of the as-is framework. Identify and propose solutions to close gaps through the developed processes. Establish agreed SLAs with the customers through the support of the IM business partners. Perform the initial launch of the process cycle.



This role will work under control of IM Governance, accountability of the IM Domain Leads and support of all IM Service Delivery Managers and Business Partners.

Activities



The Services to be provided by the Service Provider include but are not limited to all those responsibilities listed below, including all relevant tasks and activities which are, by reasonable inference, necessary to accomplish the Service outcomes required of the Service Provider hereunder

Develop process maps including RACI and governance for each SLM process phase.

Address / Close each gap in the current service product catalog(s).

Facilitate local SDM to EU Product Service Lines to establish end to end reporting

Design and execute the process to establish and agree on SLAs with customers

Establish links between application repository (Alfabet) and service products

Ensure all service products and associated impacting applications are the referential in the ITSM tool (ServiceNow)

Establish consistent monitoring, reporting, formatting and governance from both internal and external suppliers and establish the method of transfer to the Airbus analytics team for process

Arrange and execute individual or team workshops, daily standups, sprint reviews, etc. with stakeholders

Execute the work package in sprints to ensure momentum and meaningful deliverables in short intervals.



Inputs and/or Dependencies



Support of internal Airbus Domain Leads, Service Delivery Managers, and Governance.

As-is IM and Customer Service Product Catalog

SLM Service Maturity Assessment

As-is SLM Framework

As-is Application Cartography

As-is SLAs from EU and vendors



Required Skills



5-7+ Years' experience in :

Agile Project Management

SLM process development and implementation

SLA / SLO / KPI development and negotiation

Strong verbal and non-verbal communications skills.

Technical skills in ITSM Tools, Project Management Tools, etc.



Deliverables Delivery Dates



Deliverables include, but are not limited to:

A set of process maps and detailed directions for each SLM process phase.

Governance and change management documentation for each SLM process phase.

Completed SLM process for all defined services.



Start Date: ASAP

Duration: 6 Months

Delivery Dates

Month 1 - Process map completion

2-4 week sprints for all activities and deliverables.



Complexity level : HIGH