Service Delivery Manager

Thales Group • Dutch: C1 • French: C1 • 2 months ago
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Location
Remote (Belgium)
Seniority
Staff · 3+ years exp
Employment
Full-Time
Overview
Company
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Thales Group

Thales is a French technology group whose lineage runs back to 1893, and it is one of Europe's largest defence and aerospace electronics companies. It builds radar, electronic warfare, sonar and command systems for armed forces, avionics and in-flight entertainment for aircraft, signalling for railways, and satellites through the Thales Alenia Space joint venture with Leonardo. A large cybersecurity and digital identity division, assembled through the Gemalto and Imperva acquisitions, supplies hardware security modules, encryption and the SIM and biometric documents used by banks and governments worldwide.
thalesgroup.com • HQ: Paris, France • Identity Management • Rail Transport • Avionics & Flight Control • Cybersecurity • C4ISR • Space & Aerospace • Defense Manufacturing • Military • 5000+ employees • Est. 1893
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.

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