Accountabilities · The job holder is accountable for the business focal point activities and follow the directives in order to provide customer-facing IM related advice and guidance across multiple business assignments. · The missions are defined by the HO Governance from IM China. Main activities The jobholder: · Act as IM Business Partner to Airbus entities in China and be involved into business activities to proactively provide IM service; also be the communication channel between Executives team (GM, VP, Senior Head) of each entity and IM China team. 参与IM部门对空客在中国各分公司提供的业务活动，也是各分公司管理团队（GM、VP、Senior Head）与IM中国团队之间的沟通桥梁。 · Be in charge of the Service Level Agreement (SLA) to each entity. From beginning to end, draft the service structure, negotiate the terms and reach the final alignment till SLAs signed. 负责每个分公司的服务水平协议（SLA）。从开始起草服务结构，协商条款并达成最终一致性，直到签署 SLA。 · Closely monitor the IM performance figure (ticket volume of Incident & Request, resolution time, satisfaction rating…) and maintain those within the committed level. On top of that, act as the escalation channel to complaints and urgent cases (production/delivery related), internally investigate and coordinate to give a final one-voice response. 密切关注 IM 服务（事件和需求的数量、解决时间、满意度……）并将其保持在承诺的水平内。最重要的是，作为投诉和紧急事件（生产/交付相关）的升级，做内部调查和协调以提供最终的对客户的反馈。 · Be responsible of IM budget for each entity, to propose the budget, maintain the forecasts and manage the actuals. Meanwhile, continuously contribute to save the non-essential cost and enhance cost efficiency. 负责各分公司的IM预算，提出预算方案，对预算进行跟进更新，管理实际支出。同时，不断为节约非必要成本、提高成本效益而努力。 · Act as project owner (or initiator/sponsor) to be firstly involved into business required IM projects and balance the resources to succeed at the end. 作为项目主导者（或发起人），参与业务所需的 IM 项目并平衡资源以最终顺利进行。 · Setup business portfolios for an official/unified reference to IM internal, through managing routine activities with business (such as service reporting, recurring meeting, IM income and expenditure monitoring…). 通过管理日常业务活动（例如服务报告、定期会议、IM 收入和支出监控……），为 IM 内部提供统一的可参考的业务资源分配计划。 · Be involved in the technical supporting for the applications used by entities, from IM point of view, to analyze the requirement from users and coordinate with IM related functions, give technical advice till resolution implemented for users. 参与对各分公司使用的应用技术支持，从IM的角度，分析用户需求，协调IM相关功能，提供技术建议，直至为用户提供解决方案。 Qualifications · Education: Bachelor/Master in computer Science or other IT related fields. · Experience: 2-5 years of experience in Application Support or Infrastructure Engineer or other IT background works. · Basic Skills: Good at written and verbal communication in English, interpersonal and customer-service skills Ability Soft Skills: · Be open-minded, good at communication and confidence to explain the technical advice at all levels of an organization. · Be open to change and able to adapt under new circumstances and sometimes stressful situations. · Be able to decrypt and analyze complex situations, gather information and contact with the right people to propose solutions · A passion for customer service with a high degree of patience and empathy. Technical Skills: · Basic IT infrastructure knowledge will be required. · Strong information systems knowledge is preferred.