Senior Service Delivery Manager

Key Areas of Responsibility

• Support presales team to perform quotation, schedules and feasibility study
• Complete and validate the Operational specifications with the delivery team & customer
• Write the project management plan and make sure of its right monitoring
• Manage service risks and related contingency plans
• Manage customer interface
• Manage subcontracting
• Manage procurement (in sense of hardware, 3rd party or any other sub-contracting means)
• Manage changes (impacts and scope evolution requested by the customer or up sell) during the operation lifecycle
• Report internally and externally on operations issues/incidents (responsible for alerts and escalations)
• Ensure the configuration management and archives
• Ensure handover from the delivery team to Operations teams
• Ensure practices related to the project/operations are in line with Thales ethics and values
• Drive the Operations by ensuring customer satisfaction, committed time and quality, project profitability and Thales/DES interests
• Grow long-term relationships with clients by continually seeking to increase customer satisfaction and deepen client relationships
• Anticipate clients needs and propose alternative solutions or business solutions in cooperation with sales team
• Manage and achieve revenue goals set for service(s)
• Ensure profitability in order to make it an added-value for Thales/DES
• Apply the quality processes and using Operation Lifecycle management tools deployed in Services departments, in particular:
• Tracking closely the time and costs spent on Operations and the Estimate to Completion (ETC)
• Managing billing milestones within Service/Operations contract(s)
• Managing revenue recognition tasks and milestones within Service/Operations contract(s)
• Ensure satisfaction within assigned Operations team and workload balancing
• Coordinate internals teams (R&D, Product, Sales, CloudOps team, Management)
• Identified and recognized as a leader in order to drive internal Thales/DES team
• Animate transversal meetings to align internal Thales/DES team
• Able to use Influence management with teams out of DES
• Provide synthetic report to the top management
• Able to challenge internal teams in order to be the driver for success story
• Able to work under pressure and to manage his own availability depending on business
• To support Attorney & Sales for contract negotiation phase
• Implement and Promote DDQS Process in Project Management
• Manage HOR with Sales team and customer services
• Prepare and Plan/Manager project’s iKOM and eKOM
• Manage SFR, PDR, TQR and FQR until customer acceptance

Minimum Qualifications

• Bachelor's degree
• 3 to 5+ years of experience in Service Delivery Management
• 7+ years’ experience in eSIM and AOTA Solution/Platforms Integration
• Capacity to successfully drive a complex customer project execution demonstrated within Thales/DES

Preferred Qualification

• PMP Certified
• ITIL Certification