Service Delivery Manager (hybrid)

Service Delivery Manager

Location: Vantaa, Finland

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.

As a market leader within Digital Identity & Security, Thales makes personal digital interactions simple and secure in an increasingly connected society. From secure software to biometrics and encryption, Thales provides technologies and services that enables business and governments to authenticate identities and protect data, enabling clients to offer trusted digital services to billions of individuals. Located in Vantaa since 2010, the site is specialized in development and manufacturing within Identity & Biometric solutions as well as Banking & Payment. Working commercially across all business areas within Digital Identity & Security, Thales has become a trusted partner within various businesses as well as governments throughout the Nordics.

This role demands frequent visit to Vantaa site. Also require regular travel to customer sites across Finland region.

Thales Identity and Biometric Solutions (IBS) Business Line is part of the global Thales Group, which employs more than 80,000 people in 68 countries.

Thales delivers identity and biometric solutions to governments, public authorities, and private entities in civil identity and public security. We do this by providing highly secure documents, such as passports, ID cards, driver's licenses, etc., at the heart of identity schemes. We also provide solutions for verifying people's identities, for example, when they cross borders and enrolling them in national registers. Both of these are built on our expertise in biometrics.

And, as governments go through a digital transformation, we support them by delivering secure, convenient, and feature-proof mobile identity, digital identity wallet, platform, and services. We also address public security and law enforcement challenges by offering the latest in criminal forensics and real-time facial recognition.

Description

Thales Cybersecurity & Digital & Identity (CDI) provides Customers with technology to assist them in Identity and Biometric Solutions (IBS) business line.

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 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;
• Responsible of the financial follow up of the contract;
• Responsible for evaluation of risk and opportunities
• Responsible for continuous service improvement process and actions
• Responsible of addressing customer escalations and customer satisfaction;
• Manage third party contracts, communication and performance monitoring if any;
• Manage the incidents follow up in respect with the SLA and manage escalations if needed;
• Coordinate and follow actions of 3rd parties or different levels of suppor internalls when necessary in respect with Thales processes;
• Coordinate and administrate the tests and installation of changes together with the technical teams at customer sites and perform the acceptance of the delivery.
• Provide internal reporting of the account activities, profitability and manage the contract with Thales tools, in respect with Thales process.

Knowledge, Skills and Experience:

• Must have Engineering degree in the computing or IT fields, 8+ years of work experience in IT domain, customer relationship management, knowledge of service management, ITIL practices
• It would be preferred if you have experience in Biometric Systems and Applications or Public Security Solutions.
• Excellent communication skills in English, fluent in Finnish.
• Proven experience in (external) customer relationship management.
• Availability to travel frequently with short notice.
• Ideally you have experience as Service Delivery Management or Project Management.
• ITIL certification is a plus.