Location: Madrid, Spain
About Thales
Thales designs identity management and data protection solutions at the core of digital security. Our technologies support banks, governments, energy sectors, and more in ensuring secure digital interactions. With over 30,000 clients worldwide, we verify identities, secure access, analyze data, and encrypt information to make the connected world safer.
In Spain, Thales leads in Defence, Aeronautics, Security, Transportation, and Space, serving as a global centre for excellence in Space and Critical Infrastructure Security. We have a turnover of €320 million and 1,200 employees, exporting about 40% of our products mainly to the Middle East, North Africa, and Latin America.
Thales Cybersecurity & Digital Identity
We are a global leader in digital security, focusing on digital identification and data protection through our innovative products, software, and services.
Job Opportunity: Service Delivery Manager (SDM)
We are seeking a Service Delivery Manager to oversee support and maintenance contracts related to Government Solutions, including software and equipment supplied by Thales and third parties. The SDM will ensure customer satisfaction, contractual compliance, and SLA adherence, involving incident management, problem resolution, and change management.
Responsibilities
* Act as the primary customer interface for Support and Maintenance contracts.
* Manage customer accounts, provide activity reports, advise on evolution, and handle contract renewals and new proposals with sales.
* Monitor financial aspects and customer satisfaction.
* Oversee third-party contracts, communication, and performance.
* Manage incident follow-up, escalate issues as needed, and coordinate with support teams.
* Coordinate tests, installations, and acceptance of changes at customer sites.
* Implement preventive maintenance actions as per contract.
* Provide internal reports on account activities, profitability, and manage contracts using Thales tools.
Experience, Knowledge & Skills
Experience:
* Minimum 5 years in IT, customer relationship management, service management, ITIL practices.
* Preferred experience with application servers, operating systems, and databases.
Knowledge:
* Degree in computing or IT-related fields.
Skills:
* Excellent communication skills in English and Spanish.
* Customer-oriented mindset.
* Administrative project management skills.
Nice to Have:
* Experience in external customer relationship management.
* Willingness to travel frequently on short notice.
* Experience as Service Delivery Manager or Project Manager is a plus.
What We Offer
* Flexible working hours and remote work options (up to 2 days/week).
* Intensive workdays on Fridays and during August.
* Benefits including restaurant allowance, health insurance, and kindergarten support.
* On-site amenities like free coffee.
Our Commitment
Thales promotes equal opportunities and diversity. We support career development through internal training and international mobility, embracing flexible working for a smarter work environment. Join us and start your great journey today!
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