Service Delivery Manager

Location: Roma, Italy

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.

Roma hosts the commercial offices to be close to Costumer and Public Administration.

Thales CDI provides Customers with technology to assist them in Identity and Biometric Solutions.
Service Delivery Manager (SDM) shall manage the support and maintenance contracts related to Government Solutions (including Software and equipment supplied by Thales as well as third
parties).

SDM will ensure customer satisfaction in respect of contractual commitments, and the fulfilment of Service level agreements (SLA).

SDM will be mainly involved in governance of incident, problem, and change management on the complete solution with contribution to upsell
and new opportunities.
The installed Biometric and Public Security Solutions with associated software, hardware and peripherals are integrated with the Customers processes. SDM work with the Customer, Thales
Internal and External Partner Suppliers and Thales Development/Senior Technical Teams (Level 2 and Level 3 Support) to ensure our response and restoration processes are aligned to contractual SLA and Availability and Reliability are maximised.

Primary Responsibilities include but are not limited to the following:

• Customer point of contact for Support and Maintenance (S&M) contract with the main
• objective of customer satisfaction
• Managing the customer account by providing reporting on the activity (weekly, monthly,
• committee, KPI, SLA report...), providing evolution advices, managing contract renewals and
• new offers proposals with sales
• Managing the incidents follow up in respect with the SLA and manage escalations
• Responsible of the financial follow up of the projects
• Responsible for evaluation of risk and opportunities
• Controlling supplier contract obligations, communication, and performance monitoring
• Coordinate and follow actions of different levels of support in respect with Thales processes
• Provide internal reporting of the account activities, profitability and manage the contract with
• Thales tools, in respect with Thales process
• Responsible for continues service improvement process and actions
• Follow-up service contract with respect to ITIL practices

Knowledge, Skills and Experience:

• Must have Engineering or Management degree, 8+ years of work experience in IT domain and in service delivery management
• Excellent communication skills in English and Italian
• Proven experience in external customer relationship management
• Availability to travel with notice
• Experience in biometric systems and applications is a plus
• ITIL certification is a plus

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