Service Delivery Manager for NATO Project

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of defence and security, aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In Romania, we are advancing innovation through software engineering, research and development, delivering solutions in key markets in which Thales Group operates. Our engineers design, develop and integrate solutions that impact global industries – from fully operational systems and subsystems for naval warfare and maritime security operations, to air traffic management systems, satellite-based solutions, tactical indoor simulations, identity and biometric technologies and more.

Job summary

As a Service Delivery Manager, you will play a critical role in ensuring the seamless delivery of services to our clients while maintaining the highest standards of quality and efficiency. You will be in charge of SLA and the Run part of the project while participating in the Build phase in order to gain knowledge about the platform. You will collaborate closely with cross-functional teams to monitor service performance, identify areas for improvement, and implement effective solutions that enhance client satisfaction and operational excellence.

Responsibilities:

• Quality of service Monitoring and continuous improvement management (including REPLY scope)
• Coordinates the activities of the NOC and is responsible for the delivered quality of service
• Assume the technical support within the operations team and monitor all changes made to the production, making sure to assess the risks with regard to the maintenance of the service.
• Identify and implement potentials improvement for the service level.
• Analyze weaknesses and implement action plans to eradicate them
• Guarantee the production of performance dashboards, incident reports, reporting for the steering committees.
• Manage the network and system operation in place.
• Ensure control of processes and achievement of the contractual service level
• Ensure the provision of the necessary data for the calculation of the contractual commitments, and contribute to the production of the related reports.
• SLA Governance in liaison with THALES PM, PROXIMUS SDM and NCIA
• Liaison with PROXIMUS SDM
• SLA commitment reporting to NCIA
• SLA Review Meetings with NCIA
• Accountable for reaching SLA commitments
• Report to customer
• Attend weekly project committee
• CAB Management

ITIL Processes:

• Event Management – intermediate
• Incident Management – intermediate
• Service Request Management – intermediate
• Change Management – intermediate
• Service Level Management – senior
• Problem Management – beginner
• Service Asset & Configuration Management – intermediate

Required Skills & Experience:

• Infrastructure as a Service – beginner
• Network Security, DMZ – beginner
• Security System Infrastructure – beginner
• PAS – beginner

Behavioral skills:

• Leadership – senior
• Customer Relationship – senior
• Negotiation – intermediate
• Reporting – senior
• Redaction – intermediate

Key Deliverables:

• SLA report including performance indicators (KPIs),
• SLA contract
• Monthly SLA Review Reports
• Continuous improvement actions list
• Weekly committee inputs for operation

Certification:

• ITIL V4 foundation

Mobility:

• Flexibility to travel between France and Belgium
• No work from home available
• On-boarding period: 4 months

Your career at Thales:

Future opportunities will allow you to discover other domains or sites. You will be able to evolve and grow your competences in different areas:

• Room and attention to personal development.
• Build your talents in another domain of Thales Group, discovering new products, new customers, new country or go to a more complex Solutiom
• Choose between a technical expertise or a leadership path.
• Build an international career within a leading Engineering Group.
• Work for different Thales domains & entities.

Your immediate benefits:

• 24 holiday days a year
• Benefit Online
• A good work-life balance which includes flexible working hours
• A comprehensive compensation and benefit package including medical coverage & life insurance
• Hybrid Workplace
• GoFluent & Udemy Subscription
• Engineering, Technology & Management Academies

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.