Service Delivery Manager (Open also to Protected Categories, Law 68/99)

Primary Responsibilities

• Customer point of contact for Support and Maintenance (S&M) contract with the main objective of customer satisfaction
• Manage the customer account by providing reporting on the activity (weekly, monthly, committee, KPI, SLA report…), providing evolution advices, managing contract renewals and new offers proposals with sales
• Manage the incidents follow up in respect with the SLA and manage escalations
• Responsible of the financial follow up of the projects
• Responsible for evaluation of risk and opportunities
• Control supplier contract obligations, communication, and performance monitoring
• Cookordination and follow actions of different levels of support in respect with Thales processes
• Provide internal reporting of the account activities, profitability and manage the contract with Thales tools, in respect with Thales process
• Responsible for continues service improvement process and actions
• Follow-up service contract with respect to ITIL practices

Knowledge, Skills and Experience

• Must have Engineering or Management degree, 8+ years of work experience in IT domain and in service delivery management
• Excellent communication skills in English and Italian
• Proven experience in external customer relationship management
• Availability to travel with notice
• Experience in biometric systems and applications is a plus
• ITIL certification is a plus