Service Delivery Manager

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 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.

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 Digital Identity & Security is a global leader in digital security, bringing trust to 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. Our technology is at the heart of modern life, from payment to enterprise security and the internet of things. It enables our clients to deliver secure digital services for billions of individuals and things.

With the massive surge of electronic travel documents and national eID cards, Thales Digital & Security global business unit is supporting border agencies, government authorities and airports to exploit technology convergence to gain consistent, comprehensive border, visa management and document verification worldwide that will:

- Offer convenience for travelers for fast and secure border crossing
- Improve border intelligence for detection and prevention, including some of the most disruptive new technologies like biometrics, machine learning, or micro services.

As a Service Delivery Manager of the Identity & Biometric Solutions team, you own the customer contract and ensure customer satisfaction related to contractual commitments and fulfilment of Service Level Agreement (SLA).

**About the role**:

- You are the customer interface for S&M contract, including participating in contract renewals and reporting on the account activity and profitability. Additionally, you may provide upselling advice to the customer and participate in new offer proposal with sales.
- You determine priorities, timetables, and are accountable for the activities pertaining to customer accounts/contracts.
- You are accountable for all contract requirements including preventative maintenance, SLA management, and new release delivery
- You practice and enforce Thales’s and/or customers’ processes/tools/standards, where appropriate, to maximize customer service and satisfaction.
- You work with the local Site Security Officer (SSO) to ensure that security obligations and certifications are met and maintained.
- You manage SLA/contractual agreements and provide communication or escalation (where needed) to management. You coordinate the resolution of customer issues (e.g. maintenance, change order, and/or bug fixes) by engaging appropriate internal and external resources.
- You provide cost forecasting for products and services related to Support and Maintenance project scope or minor change orders, including estimating resources/timeline and coordinating resources in accordance to the project schedule and customer requirements.
- Where applicable, you are responsible for providing customer Level 2 support, including system troubleshooting, root cause analysis, procedure writing, standard administration operations, and coordinating/executing third party or Level 3 activities in accordance with Thales processes. You may also test/install changes at customer sites and perform the delivery acceptance.

**About you**:

- Minimum 5 years of experience with at least 3 years in project or account management (where applicable, within ITIL Service Delivery)
- University Qualifications in a Technical domain.
- Fluency in Spanish and English. Availability to travel.
- Contract management
- Finance understandings
- Data Analysis
- Experience and knowledge of ITIL Best Practice Methodology

**Added value**:

- Intermediate Unix/Linux and Windows Server Skills
- Experience with Oracle DBMS and network protocol
- Skills linked to Security including PKI, Cryptography, WAF, and etc.

**What do we offer?**
- Flexible working hours.
- Short working days on Fridays and during August.
- Remote or Hybrid role.
- Restaurant allowance and social benefits (health insurance, kindergarden).
- Free coffee on-site