Service Delivery Manager

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Position Summary:

He/she manages the customer relationship on his/her scope and delivers the Service it as agreed in the contracts is in charge off.
He/she's in charge of the fulfillment of the Service Level Agreement (SLA), and the customer satisfaction while maximizing the contract profitability.
He/she develops the customer relationship on his/her scope in order to secure and develop business opportunities

Key Responsibilities:

• Ensure a relationship of trust with the customer as the main point of contact for the service delivery scope

• Guarantee the service delivery according to the expected SLA

• Leads to develop and deliver customer's upselling opportunities, including service contract renewal and change requests

• Put in place the actions and tools / Key Performance Indicators required to ensure the customer satisfaction and achieve the contracts expectations.

• Identify opportunities and risks and define the respective action plans, ensure proper escalation on high criticist events

• Implement the Service Management Plan (SMP) on his/her scope

• Organize and coordinate all activities conducted by the internal & external teams in the provision of service, including third parties contracts

• Manage the service Budget to improve the profitability

• Manage a Service team (Objectives definition, check-in, competencies developments, hiring,...)

• Is an expert in his domain and can contribute to service design and service setup in Bid&Project Phase.

Minimum Requirements:

Engineer or Master’s Degree ideally in Computer Science or any relevant matter
PMI or PMP certification is recommended.
ITIL certification is Mandatory.
Experience Level: +10 Years of work experience in IT, computing or integration, SLA, customer relationship management.
4 Years experience: Service Manager, End-User Support Manager, Operations Manager, Support Manager, Project Manager, Implementation Manager, Service Project Manager, TI Operation manager.

Technical Skills:
Project management Crisis management Contract Management Service management Customer Management Spanish (native). Fluent English

Behavioral skills:
Organization, Analytic, Problem solving, Teamwork, Effective Communication, Customer Service.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!