Service Delivery Manager (Hybrid)

JR Spain; Madrid; Presencial; EUR 40.000 - 65.000; Jornada completa

Descripción de la vacante

JR Spain busca un Gerente de Entregas de Servicios en Madrid, responsable de la gestión de contratos de soporte y mantenimiento, asegurando la satisfacción del cliente y el cumplimiento de los acuerdos. Este rol requiere un enfoque en el cliente, habilidades comunicativas sobresalientes en inglés y español, y experiencia en gestión de servicios. Se ofrecen beneficios como horarios flexibles, trabajo remoto, y prestaciones adicionales como seguro médico y apoyo para guardería.

Servicios

Seguro médico

Apoyo para guardería

Asignación para restaurante

Café gratuito en el lugar

Formación

• Mínimo 5 años de experiencia en TI o gestión de servicios.
• Conocimiento de prácticas ITIL deseado.
• Experiencia como SDM o Project Manager es un plus.

Responsabilidades

• Gestionar contratos de soporte y mantenimiento relacionando con Soluciones Gubernamentales.
• Asegurar la satisfacción del cliente y el cumplimiento de contratos.
• Servir como interfaz principal con el cliente para soporte.

Conocimientos

Comunicación

Orientación al cliente

Gestión de proyectos

Educación

Título en ingeniería informática o campos relacionados

Descripción del empleo

Location: Madrid, Spain

About Thales

Thales designs and implements identity management and data protection solutions at the core of digital security. Our technologies support digital interactions for banks, governments, and organizations worldwide, ensuring trust and security in data exchange, identity verification, and encryption.

Job Title:

Service Delivery Manager (Hybrid)

Job Details:

• Manage support and maintenance contracts related to Government Solutions, including software and hardware from Thales and third parties.
• Ensure customer satisfaction and contractual compliance, including SLAs.
• Handle technical support, incident, problem, and change management.
• Serve as the main customer interface for support and maintenance.
• Report on account activity, manage contract renewals, and propose new offers with sales.
• Monitor financials and customer satisfaction.
• Manage third-party contracts and performance.
• Oversee incident follow-up and escalate when necessary.
• Coordinate with technical teams on tests, changes, and acceptance at customer sites.
• Conduct preventive maintenance as per contract.
• Provide internal reports on activities and profitability.

Requirements:

• At least 5 years of experience in IT, customer relationship management, or service management, with knowledge of ITIL practices.
• Engineering degree in computing or IT fields.
• Excellent communication skills in English and Spanish.
• Customer-oriented approach and project management skills.
• Willingness to travel frequently on short notice is a plus.
• Experience as SDM or Project Manager is desirable.

What We Offer:

• Flexible working hours and remote work options (2 days/week).
• Intensive work days on Fridays and in August.
• Benefits including restaurant allowance, health insurance, and kindergarten support.
• On-site amenities like free coffee.

Note: This job is active and accepting applications until the expiry date of 06.09.2025.