Service Delivery Manager, Government Solutions (Madrid)

Thales; Madrid; Presencial; EUR 55.000 - 85.000; Jornada completa

Descripción de la vacante

Thales Spain is seeking a Service Delivery Manager to oversee Government Solutions contracts, including software and hardware. You will interface with the customer, Thales teams, and external partners to ensure contractual SLAs and successful service delivery.

The role emphasizes governance, reporting, and opportunities for upsell across complex border and identity systems. The position requires ITIL certification, strong client-facing and analytical skills, and fluent Spanish and English.

Formación

• ITIL v3 or 4 Foundation certification (minimum).
• Customer Service mindset.
• Strong Analytical Skills.
• Strong Organisational & Audit Skills.
• Strong Communication & Presentation Skills.
• Strong Workshop Facilitation Skills.
• Fluent Spanish and English speaker and writer.
• Understanding of Cloud-based infrastructure is a positive.
• MS Office / O365, Teams, Forms and PowerBI desirable.
• Experience with identity, biometric and/or border systems is an advantage.

Responsabilidades

• Main Customer interface for the Service contract(s) operations.
• Develops the customer relationship to sustain and develop new opportunities.
• Determines priorities, timetables, and is accountable for the activities.
• Translates contractual service requirements and leads service transition.
• Manages the customer account with reporting, evolution advice, renewals and upsell.
• Responsible for financial follow-up, risk assessment and opportunities.
• Coordinates resolution of customer issues with resources.
• Manages third party contracts and performance monitoring.
• Provides cost forecasting and resource coordination.
• Ensures security obligations and certifications are met with Security Manager.
• Maintains documentation and evidence for compliance.
• Communicates with senior stakeholders; attends key meetings as required.

Conocimientos

ITIL Foundation

Customer service

Analytical skills

Organisational skills

Communication skills

Workshop facilitation

Bilingual Spanish/English

Cloud infrastructure

MS Office 365

Power BI familiarity

Identity systems experience

Descripción del empleo

Thales Spain is seeking a Service Delivery Manager to oversee Government Solutions contracts, including software and hardware. You will interface with the customer, Thales teams, and external partners to ensure contractual SLAs and successful service delivery.

The role emphasizes governance, reporting, and opportunities for upsell across complex border and identity systems. The position requires ITIL certification, strong client-facing and analytical skills, and fluent Spanish and English.