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, facilitate cross-border energy transactions, become smarter, and much more. More than 30,000 organizations already rely on us to verify identities, grant access to digital services, analyze vast 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. It is a global centre for excellence in Space Security, Critical Infrastructures, and Transportation. With a turnover of 320 million euros and a staff of 1,200, it exports approximately 40% of its production, mainly to the Middle East, North Africa, and Latin America. Thales Cybersecurity & Digital Identity 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. As part of an increase in activity, we are looking for a Service Delivery Manager (SDM). You will manage several support and maintenance contracts related to Government Solutions, including software and equipment supplied by Thales and third parties. Your responsibilities include ensuring customer satisfaction, contractual compliance, and fulfilling Service Level Agreements (SLAs). You will also be involved in technical support for incident, problem, and change management across the entire solution. What you are able to do : Serve as the customer interface for Support and Maintenance (S&M) contracts; Manage customer accounts by providing activity reports (weekly, monthly, KPI, SLA reports), advising on evolution, managing contract renewals, and proposing new offers with sales; Be responsible for financial follow-up and customer satisfaction; Manage third-party contracts, communication, and performance monitoring; Follow up on incidents respecting SLAs and manage escalations as needed; Coordinate and follow actions of third parties or support teams internally, respecting Thales processes; Oversee tests and installation of changes with technical teams at customer sites and perform acceptance of deliveries; Coordinate actions defined in the contract, such as preventive maintenance; Provide internal reports on account activities, profitability, and manage contracts using Thales tools and processes. Experience, Knowledge & Skills Experience : At least 5 years of work experience in IT customer relationship management and service management, with knowledge of ITIL practices. Preferred experience in application servers, operating systems, and databases. Knowledge : Engineering degree in computing or IT fields; Skills : Excellent communication skills in English and Spanish; Customer orientation; Project management and administrative skills. Nice to have : Experience in external customer relationship management; Willingness to travel frequently with short notice; Experience as Service Delivery Manager (SDM) or Project Manager (PM). Joining us means being trained on internal processes and specific technologies, offering multiple career development opportunities within a learning environment. What do we offer Intensive working days on Fridays and during August; Remote-friendly policy with 2 days of work from home per week; Restaurant allowance and social benefits (health insurance, kindergarten); Free coffee onsite! Thales is committed to equal opportunities for women and men, actively promoting awareness and dissemination of this message internally and externally. At Thales, we provide careers, not just jobs. With 80,000 employees across 68 countries, our mobility policy enables many to develop their careers locally or abroad, in their current fields or new ones. We believe embracing flexibility is a smarter way of working. Great journeys start here — apply now! J-18808-Ljbffr