Location: Roma, Italy

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Roma hosts the commercial offices to be close to Costumer and Public Administration.

Thales CDI provides Customers with technology to assist them in Identity and Biometric Solutions.
Service Delivery Manager (SDM) shall manage the support and maintenance contracts related to Government Solutions (including Software and equipment supplied by Thales as well as third
parties).

SDM will ensure customer satisfaction in respect of contractual commitments, and the fulfilment of Service level agreements (SLA).

SDM will be mainly involved in governance of incident, problem, and change management on the complete solution with contribution to upsell
and new opportunities.
The installed Biometric and Public Security Solutions with associated software, hardware and peripherals are integrated with the Customers processes. SDM work with the Customer, Thales
Internal and External Partner Suppliers and Thales Development/Senior Technical Teams (Level 2 and Level 3 Support) to ensure our response and restoration processes are aligned to contractual SLA and Availability and Reliability are maximised.

Primary Responsibilities include but are not limited to the following:

Customer point of contact for Support and Maintenance (S&M) contract with the main objective of customer satisfactionManaging 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 salesManaging the incidents follow up in respect with the SLA and manage escalationsResponsible of the financial follow up of the projectsResponsible for evaluation of risk and opportunitiesControlling supplier contract obligations, communication, and performance monitoringCoordinate and follow actions of different levels of support in respect with Thales processesProvide internal reporting of the account activities, profitability and manage the contract withThales tools, in respect with Thales processResponsible for continues service improvement process and actionsFollow-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 managementExcellent communication skills in English and ItalianProven experience in external customer relationship managementAvailability to travel with noticeExperience in biometric systems and applications is a plusITIL certification is a plus

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