Service Delivery Manager

Location: Baghdad, United Arab Emirates

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi’s airport.

Roles & Responsibilities:

Manage the RUN phase of CABIS project:

• He/she manages the customer relationship on his/her scope and delivers a world class services following the signed contract.
• 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
• He/She engages with partners team under his responsibility and monitors their SLA delivery
• He/She interacts with Thales internal Backoffice/front office teams to ensure the SLA targets and KPIs are met.
• He/She interacts with Thales internal Backoffice/front office teams to ensure the SLA targets and KPIs are met.
• He/She has basic understanding of forensic and biometric technologies.
• 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
• 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 as per the bid PnL
• Manage a Service team (Objectives definition, check-in, competencies developments, hiring,...) for Thales & provide/assist partner during service team hiring, if needed.
• Is an expert in his domain and can contribute to service design and service setup in Bid&Project Phase.
• Manage interactions with Backoffice / Front office teams related to service delivery.
• Organize weekly/Monthly status meetings with customer and team and follow up actions related to service delivery.
• Manage project financials

WORK EXPERIENCE  & EDUCATIONAL 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: 7+ 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, IT Operation manager
• Knowledge of Iraqi context is a plus

TECHNICAL SKILLS:

• S&M management, Crisis management, Contract Management, Service management Customer Management
• Arabic (native). Fluent English, French is a plus

BEHAVIOURAL 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!