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
2. Service Management
Accountability: Monitoring and management of performance KPIs for the EPC domain.
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
3. EPC domain Products Operations and Performance
Accountability: Day to day 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
4. Change Management
Accountability: 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
5. Product Upgrades & Patch Management
Accountability: With his/her team of Product Experts, manage the EPC product upgrades and patches.
Related Activities:
Strategic Planning & Impact Analysis
Sandbox Testing, User Acceptance Tests coordination & Validation
Execution & Deployment Strategy
6. Knowledge Management and competencies upskilling
Accountability: Ensure knowledge is shared and maintained within the Team. Prepare upskilling to new technology and products
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)
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.
Skills Required
- Bachelor's or Master's Degree in Engineering, Business, IT or equivalent experience
- 10 plus years in Service/Product delivery operations
- 0-5 years in InnoTech Operations
- 5-10 years in Digital & IT
- > 2 years in Management
- Fluent in English language
Air Liquide Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Air Liquide and has not been reviewed or approved by Air Liquide.
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Healthcare Strength — Health insurance and life coverage are broadly provided under a global common care baseline that includes inpatient and outpatient healthcare. Dental and vision coverage are present in many locations, and short-term disability provisions have been enhanced.
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Parental & Family Support — Policies provide at least 14 weeks of fully paid maternity leave globally and paid parental leave for non-birthing parents in the U.S. Childcare benefits are available in some countries as part of the package.
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Strong & Reliable Incentives — Annual incentive bonuses, performance bonuses for exceeding goals, and profit-sharing are integrated into the total rewards structure. Feedback suggests additional earning avenues like overtime can further augment pay in eligible roles.
Air Liquide Insights
What We Do
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 75 countries with approximately 66,400 employees and serves more than 3.8 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 company’s activities since its creation in 1902.
