Lufthansa Systems Americas, Inc. is looking for a very well-qualified and proactive Senior Manager Service Delivery/Projects In-Flight Infotainment (IFI) to be located in San Francisco, CA, USA.

Wireless In-Flight Infotainment solution takes airlines to a whole new dimension in passenger entertainment, communications and related cost-efficiencies. Our In-Flight Infotainment solution gives passengers the ability to use their favorite personal electronic device to listen to their favorite music, use a popular app, watch an in-flight movie, make duty-free purchases and receive personalized flight information

We offer a competitive salary and excellent fringe benefits, including tuition reimbu.rsement, flight privileges, 401(k) with company match, medical, dental, LTD, EAP, FSA, long term care, vision, and life insurance.

Your duties and responsibilities shall include:
Service Delivery Management:

• Responsible for all customer services and deliverables, monitor commercial success including profit & loss responsibility
• Establish & maintain excellent customer and vendor relationships
• Ensure long term customer satisfaction and resolve complaints, conduct Service Reviews and initiate Service Improvement Plans and Health Checks
• Proven experience interpreting contracts, monitor and report the fulfillment of the contract and the performance of the service
• Conduct Service Level management and reporting
• Responsible for Dispute & Escalation Management, and Quality control
• Coordination with business units within LH Systems to meet customers’ requirements? Coordination with Service Support Manager, lead the virtual team
• Independently manage all customer communication, meetings and conference calls, involving various LH Systems departments:
• Independently monitor processes according to LH Systems guidelines/procedures
• Coordinate financial management (commercial data review, prepare invoices and provide corrective actions)
• Responsible for correct cost booking and in time invoicing
• Proactively work to resolve claims and discrepancies as they occur
• Responsible for service reviews and service improvement plans
• Coordinate Change Requests with the customer and vendors; ensure necessary contract changes
• Support pro-actively the Account Executive for new opportunities as well as actively generate add-on or new business with the customer
• Other duties as assigned or required

Project Management:

• Responsible for overall planning, managing and monitoring of projects and performing all necessary tasks for on budget, on-time and good quality implementation together with customers, production units and vendors
• Defining timelines, tasks and dependencies and providing clear project communications to all project stakeholders,
• Develop and manage the project plan, including project scope, development/delivery schedule and resource requirements, identify and how to mitigate risks
• Prepare project and financial status reports
• Resolve project conflicts and find solutions for problems or challenges
• Responsible for approving the production services and/or deliverables before delivering to the customer
• Manage resources during the project lifecycle, and consider customer needs with both internal and external customers in the area of project deliverables
• Managing customer expectations
• Cooperating with client project leaders and with distributed teams
• Knowledge and successful implementation of project management methodology and processes according to PMI and/or Lufthansa Systems project management (LSY IQ MOVE)
• Constant reporting about project progress, to project sponsor and internal and external steering boards
• Special tasks: supporting production, sales or other customer related tasks
• Other duties as assigned or required (like Product Management)

REQUIREMENTS:

• University degree
• Several years of experience in airline and/or IT industry, travel and transport related provider, in-flight infotainment industry
• Knowledge of IT solutions and products for airline processes
• Knowledge and experience related to wireless and/or air to ground networks
• Successful and proven track record in customer service and relationship management
• Broad experience of post-sales support and IT Controlling
• ITIL certified
• Proven experience in successful implementation of large and complex projects
• Experience in leading distributed teams (onshore/offshore) and vendors
• Customer focus and result oriented
• Excellent communication skills and intercultural awareness
• Ability to work and manage under pressures and tight deadlines, deal with high stress levels, and different time zones
• Working permit for U.S. and a valid driver’s license
• Excellent English is mandatory; German language skill is a plus

Any interest? We are looking forward to your application! Equal Opportunity Employer by choice

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