Location: Tubize, Belgium
Thales people architect solutions at the heart of the defence security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G/5G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.
Thales Belgium SA, Belgium competence center of Thales, is a company located on 2 sites, one in Tubize (near Brussels) and the other one in Herstal (near Liege). Thales Belgium, which employs more than 280 collaborators, is specialized in the design, development and supply of critical information systems for customers in the sectors of Defense, Security (including Cyber) and Aerospace.
Service Delivery Manager
Mission:
We are seeking a skilled Service Delivery Manager to oversee day to day delivery of our services to clients. This role is critical in ensuring that all service delivery objectives are met while maintaining high levels of client satisfaction.
Key responsibilities:
1. Develop and maintain strong relationships with clients, ensuring that their needs are understood and addressed.
2. Monitor service delivery performance against SLAs, metrics, and KPIs, reporting on any deviations and implementing corrective actions as necessary.
3. Collaborate with internal teams, including technical support, project management, and sales, to align service delivery with client requirements and expectations.
4. Implement best practices and service improvement initiatives to enhance service quality and efficiency.
5. Manage incident, problem, and change management processes to minimize disruptions and ensure timely resolution of issues.
6. Prepare regular reports and presentations for senior management on service delivery activities, performance metrics, and areas for improvement.
7. Foster a culture of teamwork, collaboration, and continuous professional development within the service delivery team.
Profile:
Educational Background
* Civil or industrial engineer, Business School Master Degree or equivalent.
* Languages: French, Dutch (professional use required for at least 1 of the 2 languages) and English (professional use mandatory).
Skills
1. Proven experience in service delivery management, preferably in a technology driven or service oriented environment.
2. Experience in project management methods (IPMA, PRINCE II, PMI) and services (ITIL) is an asset.
3. Experience in contract management is required.
4. Experience in customer relationship management and with subcontractor is required.
5. Experience in an international company is an asset.
6. Stro