Service Delivery manager

Thales Group; Tubeke; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Thales Group is seeking a Service Delivery Manager for the Tubize site, hybrid work model. The role focuses on developing strong client relationships, monitoring service delivery against SLAs, and coordinating with internal teams to align services with client requirements.

Strong ITIL knowledge and international project management exposure are essential. The ideal candidate has experience in contract management and working within an international company, with fluency in French and English.

Qualifications

• Fluent professional French & English required.
• Proven experience in service delivery management in tech environments.
• Experience with project management methods (IPMA/PRINCE II/PMI) and ITIL.

Responsibilities

• Develop and maintain strong relationships with clients and ensure their needs are understood.
• Monitor service delivery performance against SLAs, metrics, and KPIs; report deviations and drive improvements.
• Collaborate with technical support, project management, and sales to align delivery with client expectations.
• Manage incident, problem, and change processes to minimize disruptions and ensure timely resolutions.
• Prepare regular reports for senior management on service delivery performance and improvements.

Skills

French

English

ITIL

COBIT

PM Methods

Education

Civil/Industrial Engineer

MBA or Master Degree

Tools

ITIL

COBIT

IPMA/PRINCE II/ PMI

Job description

Service Delivery manager page is loaded## Service Delivery managerremote type: Hybridlocations: Tubizetime type: Full timeposted on: Posted Todayjob requisition id: R0342973Location: Tubize, Belgium**We say HI\\*****\\*Human Intelligence - Welcome among Thales Team!**Thales in Belgium is part of an internationally leading technology group in the defence and security, aerospace as well as digital identity and security markets. In a world characterised by uncertainties, we ensure that our customers, partners and employees can pursue new paths with confidence. For a future we can all trust.Say HI\\* - to your career as**Service Delivery Manager****At the** **Tubize** **site**In **Tubize**, you will join more than 300 colleagues recognized by domestic and international partners for expertise on products such as **Radio Frequency** (RF) Products, **C4ISR**, **Crypto Global** **Solution**, **MACS** (Aeronautical Intercom) and many others.Today the Group employs **more than 1,300 people across nine sites** in Belgium. Discover all Thales activities in Belgium .**Your mission*** Develop and maintain strong relationships with clients, ensuring that their needs are understood and addressed,* Monitor service delivery performance against SLAs, metrics, and KPIs, reporting on any deviations and implementing corrective actions as necessary* Collaborate with internal teams, including technical support, project management, and sales, to align service delivery with client requirements and expectations.* Implement best practices and service improvement initiatives to enhance service quality and efficiency* Manage incident, problem, and change management processes to minimize disruptions and ensure timely resolution of issues* Prepare regular reports and presentations for senior management on service delivery activities, performance metrics, and areas for improvement* Foster a culture of teamwork, collaboration, and continuous professional development within the service delivery team**We are looking forward to*** Civil or industrial engineer, Business School Master Degree or equivalent* Proven experience in service delivery management, preferably in a technology-driven or* undefined* Languages: French and English (professional use mandatory* Experience in project management methods (IPMA, PRINCE II, PMI) and services (ITIL) is an* undefined* Experience in contract management is required* Experience in customer relationship management and with subcontractor is required* Experience in an international company is an asset* Strong understanding of service management frameworks (ITIL, COBIT) and methodologiesThales is a global technology leader with more than 81,000 employees on five continents. The Group is investing in digital and \"deep tech\" innovations - Big Data, artificial intelligence, connectivity, cybersecurity and quantum technology - to build a future we can all trust.For more than 20 years, Thales has pursued a robust corporate social responsibility (CSR) policy based on the highest international standards. The principles behind this policy are now captured in the company's purpose of \"**building a future we can all trust**\", which was adopted in 2020.**Say HI\\* - Your journey to us**\\*Human Intelligence