Service Delivery Manager

Role Overview

As a Service Delivery Manager, you are responsible for the end-to-end service delivery to a portfolio of mostly healthcare customers. You act as the primary operational point of contact, ensuring service quality, customer satisfaction, and contractual commitments (SLAs, governance, reporting).

You work closely with customers, internal delivery teams, PMs, SOC, and technical experts to ensure services are delivered efficiently and continuously improved.

Key Responsibilities

Customer & Service Management

• Act as the main operational interface for assigned healthcare customers
• Build and maintain trusted, long-term customer relationships
• Lead service governance meetings (operational reviews, service reviews, escalation calls)
• Ensure contractual commitments, SLAs, and KPIs are met.

Service Delivery & Coordination

• Oversee day-to-day service delivery across multiple Thales cyber services
• Coordinate and work with internal teams (SOC, NetSec, PMO, sales)
• Anticipate risks, identify service issues, and drive corrective actions
• Manage escalations and ensure timely resolution.

Reporting & Continuous Improvement

• Produce and present service reports (operational, KPI, SLA)
• Identify service improvement opportunities and contribute to service evolution.
• Support renewals, upsell opportunities, and service extensions in collaboration with sales.

Governance & Compliance

• Ensure services comply with internal processes, security standards, and customer requirements
• Contribute to onboarding of new customers and transition from project to run

Required Profile

Experience

• Minimum 3 years of experience in service delivery, service management, or customer operations
• Proven experience managing enterprise or public sector customers, ideally in healthcare
• Experience working in IT / Cybersecurity / Managed Services environments

Skills & Competencies

• Strong customer orientation and communication skills
• Ability to manage complex stakeholders and escalations
• Structured, proactive, and solution-oriented mindset
• Comfortable with governance, reporting, and operational steering

Languages

• French : fluent
• Dutch Fluent
• English is a plus