SERVICE DELIVERY MANAGER (HYBRID)

Location.
Madrid, Spain 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 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.
Thales in Spain is a leader in technological solutions applied to Defence, Aeronautics, Security, Transportation and Space and, furthermore, is a global centre for excellence in Space, Security of Critical Infrastructures and Transportation.
With a turnover of €320 million and a staff of , it exports approximately 40% of its total production principally to the Middle East, North Africa and Latin America.
Thales Cybersecurity & Digital Identity is a global leader in digital security, bringing trust to an increasingly connected world.
We design and deliver a wide range of products, software and services based on two core technologies.
digital identification and data protection.
As part of an increase in activity, we are looking for a Service Delivery Manager (SDM), you will manage several support and maintenance contracts related to Government Solutions (including Software and equipment supplied by Thales as well as third parties).
You will ensure customer satisfaction, the respect of contractual commitments and the fulfillment of Service Level Agreements (SLA).
You will be involved in technical support for incidents, problem and change management on the complete solution.
What you are able to do.
You will be the customer interface for Support and Maintenance (S&M) contract; You will manage the customer account by providing reporting on the activity (weekly, monthly, committee, KPI, SLA report…), providing evolution advice, managing contract renewals and new offers proposals with sales; You will be responsible of the financial follow up and the customer satisfaction; You will manage third party contracts, communication and performance monitoring if any; You will manage the incidents follow up in respect with the SLA and manage escalations if needed; You will coordinate and follow actions of 3rd parties or different levels of support internals when necessary in respect with Thales processes; You will follow and administrate the tests and installation of changes together with technical teams at customer sites and perform the acceptance of the delivery; You will coordinate the actions defined in the contract such as preventive maintenance; You will provide internal reporting of the account activities, profitability and manage the contract with Thales tools, in respect with Thales process.
Experience, Knowledge & Skills Experience.
5 years of work experience with IT, customer relationship management, knowledge of service management, ITIL practices.
It would be preferred if you have experience in application servers, operating systems and databases.
Knowledge.
Engineering degree in the computing or IT fields; Skills.
Excellent communication skills in English and Spanish; Customer orientation; Administrative project management.
Nice to have.
Proven experience in (external) customer relationship management; Availability to travel frequently with short notice; Ideally you have experience as Service Delivery Management (SDM) or Project Management (PM).
By joining us, you will be trained on our internal processes and on specific technologies according to needs, our ambition being to offer you multiple possibilities for career development within a learning company.
What do we offer? Flexible working hours.
Intensive working days on Fridays and during August.
Remote-friendly – 2 days a week working from home.
Restaurant allowance and social benefits (health insurance, kindergarten).
Free coffee on-site! Thales is a company committed to equal opportunities between women and men, and for this reason, we work to raise awareness and disseminate information on the subject both internally and externally.
At Thales we provide CAREERS and not only jobs.
With Thales employing 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! Interested in a CAREER IN THE RAIL transportation sector? To see our jobs in the railway market, please visit our dedicated site here