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 billions 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.
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 1,200, 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, building trust in 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.

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 Border and Travel Solutions with associated software, hardware and peripherals are integrated with the Customers processes. SDM works with the Customer, Thales Internal and External Partners, Suppliers and 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.

Role and Responsibilities

• Main Customer interface for the Service contract(s) operations
• Develops the customer relationship within the scope to sustain and develop new business opportunities
• Determines priorities, timetables, and are accountable for the activities pertaining to your allocated Service(s)
• Capable to translate contractual service requirements and design and lead service transition to deliver an operational service.
• Manages the customer account by providing high quality reporting on the activity (weekly, monthly, committee, KPI, SLA report…), providing evolution advice (upsell), managing contract renewals and new offers proposals with sales
• Responsible of the financial follow up of the projects, evaluation of risk and opportunities
• Coordinates the resolution of customer issues (e.g. maintenance, change order, and/or bug fixes) by engaging appropriate internal and external resources
• Manages third party contracts, communication and performance monitoring where appropriate
• Provides cost forecasting related to Service contract(s) or minor change orders, including estimating resources/timeline and coordinating resources in accordance with the project schedule and customer requirements
• Works with the Security Manager to ensure that security obligations and certifications are met and maintained
• Shows enthusiasm and continuous desire for the creation, implementation and evolution best practice
• Coaches and influence others to positively enforce agreed practices and standards
• Translates complex matters into language that is tailored to the target audience
• Challenges and support others where circumvention or divergence occurs without suitable reason
• Enthusiastic about acquiring knowledge on available IT Applications and ways of working, proactively seeking ways to exploit their use to maximise efficiency and quality of practices
• Task orientated, demonstrating an ability to complete and where necessary overcome challenges with a high degree of self-sufficiency
• Has an audit mindset, ensuring documentation is suitably filed, evidence/compliance is gathered and easily referenced
• Communicates to senior stakeholders, showing a high degree of competency for both written and verbal methods
• Attends Customer and Thales sites for key meetings where required (health and safety dependent),

Skills & Qualifications

• ITIL v3 or 4 Foundation certification (minimum), higher levels preferred
• Customer Service mindset
• Strong Analytical Skills
• Strong Organisational & Audit Skills
• Strong Communication & Presentation Skills
• Strong Workshop Facilitation Skills
• Fluent Spanish and English speaker and writer
• Understanding of Cloud-based infrastructure is a positive
• MS Office / O365 proficiency, good awareness of Teams, Forms and PowerBI are desirable
• Experience with identity, biometric and/or border systems and applications is an advantage

Thales is an equal opportunity employer. All qualified candidates will be considered for the position, regardless of race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition, or disability, or any other characteristic protected by law.

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!