Service Delivery Manager (F/H)

Let's build a future of trust together

Thales is a global high-tech leader specializing in three business sectors: Defense & Security, Aerospace & Space, and Cyber & Digital. It develops products and solutions that contribute to a safer, more environmentally friendly, and more inclusive world. The Group invests nearly 4 billion euros per year in Research & Development, particularly in key innovation areas such as AI, cybersecurity, quantum, cloud technologies, and 6G. Thales has nearly 81,000 employees in 68 countries.

Our commitments, your benefits

• Success driven by our technological excellence, your experience, and our shared ambition
• An attractive compensation package
• Continuous skills development: training programs, internal academies, and communities
• An inclusive, benevolent environment that respects employee balance
• Recognized societal and environmental commitment

Your daily life

By joining us in Meudon, you will join the Thales Group headquarters located on the banks of the Seine and organized as a true campus, bringing together our digital identity and security activities.

Project / Role / Missions Description

As a Service Delivery Manager, you will manage support and maintenance contracts for identity and biometric solutions (software and equipment provided by Thales or third parties). You will be responsible for customer satisfaction, compliance with contractual commitments, and associated SLAs.

You will be in charge of managing incidents, problems, and changes across the entire solution, in close collaboration with technical teams and clients.

• Ensure customer interface for Support & Maintenance (S&M) contracts
• Manage customer accounts: regular reporting (KPIs, SLAs, committees...), evolution recommendations, contract renewals, commercial proposals with sales
• Ensure financial monitoring of the contract and customer satisfaction
• Manage any subcontracting contracts and their performance
• Monitor incidents in compliance with SLAs and manage escalations if necessary
• Coordinate stakeholder actions (level 2/3 support, partners, etc.) according to Thales processes
• Organize tests and deployments of evolutions with technical teams, up to acceptance
• Manage contractual preventive actions and ensure internal reporting (activity, profitability)

Your profile

Do you aspire to be the key contact for our clients for critical and innovative solutions?

You have a computer engineering degree and at least 5 years of experience in:

• Management of support or maintenance contracts in technical environments
• External customer relations, account management, and satisfaction management
• Application of ITIL best practices (incidents, problems, changes, SLA...)
• Technical environments: application servers, operating systems, databases

Are you recognized for your organizational skills, rigor, interpersonal ease (including in English and French), and your ability to manage unforeseen events calmly?

Then this position is for you!

Frequent travel is to be expected, sometimes with relatively short notice.

Thales, a Handi-Engaged company, recognizes all talents. Diversity is our best asset. Apply and join us!

The position may require access to information related to national defense secrecy, the selected person will be subject to an authorization procedure, in accordance with the provisions of articles R.2311-1 et seq. of the Defense Code and IGI 1300 SGDSN/PSE of August 9, 2021.