Service Delivery Manager

Service Delivery Manager (SDM) – Overview

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 Customer and Public Administration. Thales CDI provides Customers with technology to assist them in Identity and Biometric Solutions.

Primary Responsibilities

• 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.

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.

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!

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