Senior 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.

MAIN RESPONSIBILITIES

• Responsible for account management, including strategy formulation, customer relationship management, opportunity identification, and deal closing.
• Responsible for commercial operations such as pricing negotiation, contract signing, and collection.
• Manage existing customers to develop partnerships within telecommunications industries for the region.
• Liaise and coordinate with internal resources to meet customer expectations.
• To report market needs, opportunities for solutions and services, competition activity, and recommendations on product definition.
• To increase market share, revenue, and margin in-line with quarterly and yearly objectives.
• The goal of establishing uniform processes and procedures is to ensure that each customer gets the same experience from the onset of contact.
• Able to present the THALES MCS Product Portfolio to key accounts.
• Contributes customer service information and recommendations to strategic plans and reviews; prepares and completes action plans; implements production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determines system improvements; and implements change.
• Meets customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices, and analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

REQUIREMENTS

• Degree in Engineering, Computer Science, Business, or a related field.
• ITIL Foundation and PMP certification.
• Previous and relevant experience in sales or pre-sales in telecommunications products and solutions.
• Strong knowledge of technical and innovative solutions in IT and telecommunications industries and knowledge of sales methods and sales control.
• Strong communication and negotiation, analytical, results-oriented, a substantial time manager, autonomy, honesty, and empathy.
• Fluent in English.

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!