Service Delivery Manager

il y a 2 semaines

Contern, Luxembourg Thales Temps plein

Les entreprises et les gouvernements comptent sur Thales pour apporter de la confiance aux milliards d’interactions numériques qu’ils établissent avec les utilisateurs. L’Activité Mondiale Identité & Sécurité Numériques (DIS) fournit des technologies et services (des logiciels sécurisés en passant par la biométrie ou encore le cryptage), qui permettent aux entreprises ainsi qu’aux gouvernements de vérifier des identités, et de protéger les données afin qu’elles restent sûres.

**Tasks and responsibilities**

COMMON TASKS: CLIENT SERVICE MANAGER
- Manage client relationship concerning delivery aspects (will be measured via satisfaction questionnaires)
- Maintain formal documentation of project and services
- Reporting and escalate to internal and customer stakeholders
- Work in close collaboration with the Account Manager
- Identify existing and potential requirements in a customer’s operational landscape and translate them into service offerings and/or system developments

SPECIFIC TASKS
- Enable the delivery of services to customers, and ensure service operations processes are in place to meet customer requirements
- Ensure that each service is delivered according to the contracted service attributes as described in the service catalogue, such as performance, availability, security, etc.
- Monitor the quality of the managed services and report SLAs regarding the services to ensure that the performance meets the requirements
- Assign expert problem management support to customer issues and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit

**Skills**
- Global Competences
- General Personal behavior
- Communication
- Flexibility
- Team work
- Analysis
- Productivity
- Stress resistance
- Autonomy
- Initiative
- Advisory Skills
- Impact
- Presentation skills
- Coaching/mentorship
- Leadership
- Planning and organization
- Decisiveness
- Presentation tools
- PM tools
- PM methodologies
- Comprehension of business needs
- Budget Management
- Rigor

**Security**
- Competence in cryptography and data security
- Knowledge of information security standards and regulations
- Experience in detecting and responding to information security incidents, including compliance management and conducting information security audits

Thales, entreprise Handi-Engagée, reconnait tous les talents. La diversité est notre meilleur atout. Postulez et rejoignez nous

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