PpJoin to apply for the bService Delivery Manager /b role at bThales /b /ppLocation: Roma, Italy /ppThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure. Roma hosts the commercial offices to be close to Costumer and Public Administration. Thales CDI provides Customers with technology to assist them in Identity and Biometric Solutions. /ppService Delivery Manager (SDM) shall manage the support and maintenance contracts related to Government Solutions (including Software and equipment supplied by Thales as well as third parties). /ppSDM will ensure customer satisfaction in respect of contractual commitments, and the fulfilment of Service level agreements (SLA). SDM will be mainly involved in governance of incident, problem, and change management on the complete solution with contribution to upsell and new opportunities. /ppThe installed Biometric and Public Security Solutions with associated software, hardware and peripherals are integrated with the Customers processes. SDM work with the Customer, Thales Internal and External Partner Suppliers and Thales Development/Senior Technical Teams (Level 2 and Level 3 Support) to ensure our response and restoration processes are aligned to contractual SLA and Availability and Reliability are maximised. /ph3Primary Responsibilities /h3ulliCustomer point of contact for Support and Maintenance (SM) contract with the main objective of customer satisfaction /liliManaging the customer account by providing reporting on the activity (weekly, monthly, committee, KPI, SLA report...) /liliProviding evolution advices, managing contract renewals and new offers proposals with sales /liliManaging the incidents follow up in respect with the SLA and manage escalations /liliResponsible for the financial follow up of the projects /liliResponsible for evaluation of risk and opportunities /liliControlling supplier contract obligations, communication, and performance monitoring /liliCoordinate and follow actions of different levels of support in respect with Thales processes /liliProvide internal reporting of the account activities, profitability and manage the contract with Thales tools, in respect with Thales process /liliResponsible for continuous service improvement process and actions /liliFollow-up service contract with respect to ITIL practices /li /ulh3Knowledge, Skills and Experience /h3ulliMust have Engineering or Management degree, 8+ years of work experience in IT domain and in service delivery management /liliExcellent communication skills in English and Italian /liliProven experience in external customer relationship management /liliAvailability to travel with notice /liliExperience in biometric systems and applications is a plus /liliITIL certification is a plus /li /ulpAt Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now! /p /p #J-18808-Ljbffr