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 customersBuild and maintain trusted, long‑term customer relationshipsLead 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 servicesCoordinate and work with internal teams (SOC, NetSec, PMO, sales)Anticipate risks, identify service issues, and drive corrective actionsManage 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 requirementsContribute 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 operationsProven experience managing enterprise or public sector customers, ideally in healthcareExperience working in IT / Cybersecurity / Managed Services environments

Skills & Competencies

Strong customer orientation and communication skillsAbility to manage complex stakeholders and escalationsStructured, proactive, and solution‑oriented mindsetComfortable with governance, reporting, and operational steering

Languages

French : fluentDutch FluentEnglish is a plus

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