Service Delivery Manager (Hybrid)

Thales 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, facilitate cross-border energy transactions, become smarter, and much more. More than 30,000 organizations already rely on us to verify identities, grant access to digital services, analyze vast information, and encrypt data to make the connected world more secure.

Thales in Spain is a leader in technological solutions applied to Defence, Aeronautics, Security, Transportation, and Space. It is a global centre for excellence in Space Security, Critical Infrastructures, and Transportation. With a turnover of 320 million euros and a staff of 1,200, it exports approximately 40% of its production, mainly to the Middle East, North Africa, and Latin America.

Thales Cybersecurity & Digital Identity is a global leader in digital security, bringing trust to an increasingly connected world. We design and deliver a wide range of products, software, and services based on two core technologies : digital identification and data protection.

What you will do As part of an increase in activity, we are looking for a Service Delivery Manager (SDM). You will manage several support and maintenance contracts related to Government Solutions, including software and equipment supplied by Thales and third parties. Your responsibilities include ensuring customer satisfaction, contractual compliance, and fulfilling Service Level Agreements (SLAs). You will also be involved in technical support for incident, problem, and change management across the entire solution.

• What you are able to do Serve as the customer interface for Support and Maintenance (S&M) contracts;
• Manage customer accounts by providing activity reports (weekly, monthly, KPI, SLA reports), advising on evolution, managing contract renewals, and proposing new offers with sales;
• Be responsible for financial follow-up and customer satisfaction;
• Manage third-party contracts, communication, and performance monitoring;
• Follow up on incidents respecting SLAs and manage escalations as needed;
• Coordinate and follow actions of third parties or support teams internally, respecting Thales processes;
• Oversee tests and installation of changes with technical teams at customer sites and perform acceptance of deliveries;
• Coordinate actions defined in the contract, such as preventive maintenance;

Provide internal reports on