Senior SDM — Identity & Security Solutions (Rome)

Thales

Roma

In loco

EUR 65.000 - 90.000

Tempo pieno

24 ore fa

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Descrizione del lavoro

Thales in Rome, Italy, seeks a Service Delivery Manager to oversee Government Solutions S&M contracts. You will ensure SLA compliance, customer satisfaction and ongoing governance with Thales and third-party partners.

Ideal candidates have an engineering/management degree with 8+ years in IT service delivery, strong English/Italian communication, and travel availability. Knowledge of biometric systems is a plus in this client-facing role.

Competenze

: Engineering or Management degree required with 8+ years IT and service delivery management experience.
: Excellent communication skills in English and Italian.
: Proven experience in external customer relationship management.
: Availability to travel with notice.
: Experience in biometric systems and applications is a plus.
: ITIL certification is a plus.

Mansioni

Customer point of contact for S&M contracts with the main objective of customer satisfaction.
Managing the customer account with reporting, evolution advice, renewals and sales proposals.
Managing incidents follow-up per SLA and escalations.
Responsible for financial follow-up of projects.
Responsible for risk and opportunities evaluation.
Coordinate supplier contract obligations, communication and performance monitoring.
Coordinate actions of different support levels per Thales processes.
Provide internal reporting of account activities, profitability and contract management with Thales tools.
Responsible for continuous service improvement processes and actions.
Follow-up service contracts in line with ITIL practices.