Service Delivery Manager

Location: Bucharest, Romania

The people we all rely on to make the world go round – they rely on Thales.  Thales rely on its employees to invent the future: right here, right now.

Present in Romania for over 40 years, Thales is expanding its presence in the country by growing its Digital capabilities and by developing a Group Engineering Competence Centre (ECC). Operating from Bucharest, Thales delivers solutions in a number of core businesses, from ground transportation, space and defence, to security and aeronautics.
Several professional opportunities have arisen. If you are looking for the solidity of a Global Group that is at the forefront of innovation, but with the agility of a human structure that tailors to the personal development of its employees and allows opportunities for evolution in an international environment, then this is the place for you

Join Thales, world leader in safety and security technologies for the Aerospace, Transport, Defense and Security markets.

Our Critical Information Systems and Cybersecurity teams provide comprehensive services and solutions that optimize the performance, resilience and security of information systems in order to deal with technological disruptions and cyber threats.

As part of the strengthening of our activity, we are looking for a Service Delivery Manager / Operation Manager

WHAT WE CAN ACCOMPLISH TOGETHER

Attached to our Outsourcing Entity, you will be responsible for leading an IT team in charge of outsourcing services.

You will carry out the following main tasks:

• Ensure the follow-up of SLAs, carry the contractual commitments delivered by TSR;

• Be responsible for customer satisfaction

• Be the privileged interface of the client

• Manage contributors to commitments (SLA, KPI, etc…), in case of part of delivery is provided from our service centers in France,

• Responsible for tracking incidents, requests and problems

• Guarantee the quality of the service contract

• Ensure compliance with project delivery deadlines

• Participate strongly in the continuous improvement of the service

• Ensure coordination between the client and the project teams.

• Ensure reporting to the client (Copil, Cotech) and Thales management

• Lead the Steering Committee

Responsibilities:

• Responsible for the Infrastructure Operations, managing a Team between 20 and 60 people.

• Responsible for the achievement of the SLAs for your team.

• Work closely with the PM Program Manager to ensure customer satisfaction and to develop new services.

• Manage and plan assignments along with priority goals and requirements in the delivery of run services and projects.

• Hire, train, develop, and evaluate team members.

• Organize all the operations to secure the arrival of new team members

• Own the relevant operational standards, processes and procedures.

• Lead the team on continuous improvement activities and action plans

• Lead the team to deliver run and project IT services

• Help the teams identifying the root cause of the incidents and the preparation of problem management reports.

• Ensure all changes are planned, and executed with no business interruption.

• Organize all the retex activities and the fulfillment of the knowledge base of the team.

• Help your team to deliver projects work packages.

• Participate in definition of the technology strategy, and specifically lead the operational aspects for you team.

Required competencies/experience:

• Experience in a managerial role in IT operations essential. Overall experience and knowledge of IT systems and technologies essential.

• Experience managing and development people.

• Degree in computer science or equivalent technical degree

• ITIL certification

• Excellent level of analytical ability, communication and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues.

• Demonstrates initiative by reaching beyond work assigned to improve output and/or help other

• Proven ability in project management skills and ability to teach others

• Systematic and analytical thinking and working skills

• Risk management culture

• Accustomed to the AGILE method and organization

• Excellent skills in written and spoken English.

WHO ARE YOU

You justify a successful experience in managing outsourcing contracts, Cloud, in Agile mode. A true leader, you will lead and federate heterogeneous cross-functional teams around motivating projects.

Having a proven ease of customer contact, you are recognized for your rigor, your autonomy and your relational excellence. Force of proposal, you know how to be organized and appreciate the challenges. You also master:

• ITIL (certification appreciated)

• Knowledge of Agile Models

• Contractual issues

• Management by risks.

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

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