Service Delivery Manager

Location: Tubize, Belgium

Thales people architect solutions at the heart of the defence-security continuum. Interoperable and secure information and telecommunications systems for defence, security, and civil operators, are based upon innovative use of radiocommunications, networks, and cybersecurity. We are ground breaking new digital technologies such as 4G/5G mobile communications, cryptography, cloud computing and big data for use in physical protection systems, and critical information systems.

Thales Belgium SA, Belgium competence center of Thales, is a company located on 2 sites, one in Tubize (near Brussels) and the other one in Herstal (near Liège). Thales Belgium, which employs more than 280 collaborators, is specialized in the design, development and supply of critical information systems for customers in the sectors of Defense, Security (including Cyber) and Aerospace.

In this context, we are looking for a :

Service Delivery Manager

Mission:

We are seeking a skilled Service Delivery Manager to oversee day-to-day delivery of our services to clients. This role is critical in ensuring that all service delivery objectives are met while maintaining high levels of client satisfaction.

Key responsabilities:

• Develop and maintain strong relationships with clients, ensuring that their needs are understood and addressed,
• Monitor service delivery performance against SLAs, metrics, and KPIs, reporting on any deviations and implementing corrective actions as necessary
• Collaborate with internal teams, including technical support, project management, and sales, to align service delivery with client requirements and expectations.
• Implement best practices and service improvement initiatives to enhance service quality and efficiency
• Manage incident, problem, and change management processes to minimize disruptions and ensure timely resolution of issues
• Prepare regular reports and presentations for senior management on service delivery activities, performance metrics, and areas for improvement
• Foster a culture of teamwork, collaboration, and continuous professional development within the service delivery team
  
  
  

Profile:

Educational Background

• Civil or industrial engineer, Business School Master Degree or equivalent
• Languages: French, Dutch (professional use required for at least 1 of the 2 languages) and English (professional use mandatory)
  
  
  

Skills

• Proven experience in service delivery management, preferably in a technology-driven or service-oriented environment
• Experience in project management methods (IPMA, PRINCE II, PMI) and services (ITIL) is an asset
• Experience in contract management is required
• Experience in customer relationship management and with subcontractor is required
• Experience in an international company is an asset
• Strong understanding of service management frameworks (ITIL, COBIT) and methodologies
• Strong analytical and problem-solving abilities, with a focus on data-driven decision-making
• Exceptional communication and interpersonal skills to effectively engage with clients and stakeholders
• Ability to manage multiple priorities and adapt to changing business needs.
• Proficient in using service management tools and software
  
  
  

Required Abilities

• Stress resistant
• Result and partnership-oriented
• Commitment & Enthusiasm
• In-depth Problem-Solving skills
• Team player, coaching and communication skills
  
  
  

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

Interested?

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Diversity Statement

We actively support a working pattern that suits your lifestyle and helps you reach your ambitions. That means that equal opportunities, inclusion and an informal culture are integral to our success. It also means that your well-being and happiness matter to us! That’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, remote working, or the ability to flex your start and finish times.