Service delivery manager

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

Key Responsibilities

1. Service Performance & Contract Delivery

• Own end‑to‑end delivery of contracted AMS services to Customers.
• Control requirements, costs and schedule during all the contract life cycle
• Manage project quality and customer and stakeholders overall satisfaction
• Manage legal and contractual requirements including handling disputes
• Conduct regular progress review meetings, reporting the project progress to the company senior management
• Manage risks and opportunities
• Ensure all services meet defined SLA and KPI performance metrics.
• Produce and present regular service performance reports, dashboards, and trend analyses.
• Drive proactive service improvements to enhance stability, resilience, and Customer satisfaction.
• Oversee the financial management of contracts by monitoring budgets, controlling costs, and ensuring profitable delivery.
• Continuously identify opportunities to optimize resource allocation, reduce expenses, and improve project margins without compromising service quality and client satisfaction.

2. Customer Relationship & Stakeholder Management

• Act as the primary contact for Customers regarding service delivery, service performance and improvements.
• Lead regular service review meetings, ensuring transparent communication and alignment with Customer expectations.
• Manage escalations and ensure timely, accurate communication during service disruptions.
• Build strong, trust‑based relationships with operational, technical, and commercial stakeholders within Customer organisations.
• Regularly measure customer satisfaction, identify areas for improvement, and implement actionable plans to enhance service quality and client relationships.

3. Incident and Request Management

• Oversee the management of incidents affecting Customer services, ensuring rapid coordination across internal teams and suppliers.
• Ensure root‑cause analysis and corrective actions are completed for all significant events.
• Ensure timely and value-based answers to Customer requests.
• Be actively involved within the change process to ensure modifications to systems or services are controlled, tested, and communicated effectively to Customers.
• Ensure continuity and resilience plans are maintained and tested.

4. Compliance, Safety & Regulatory Alignment

• Ensure service delivery processes align with relevant ATM regulatory frameworks.
• Maintain full compliance with Thales quality standards by implementing consistent processes, conducting regular audits, and driving continuous improvement initiatives.
• Ensure that all service delivery processes strictly adhere to Thales cybersecurity standards and best practices to protect client data and maintain system integrity.
• Support audits, safety assessments, and compliance reporting.
• Maintain accurate service documentation, configuration records, and evidence required for regulatory oversight.

5. Internal Coordination & Service Governance

• Interfaces with internal Services Managers and their service delivery capabilities who are responsible for delivering the various services of the catalogue.
• Manage performance of suppliers delivering components of the delivered services.
• Coordinate internal and external stakeholders to ensure cohesive service delivery for Customers.
• Ensure service readiness prior to new deployments, upgrades, or transitions.
• Support lifecycle planning for systems and services delivered to Customers.
• Contribute to internal governance forums, risk reviews, and service improvement boards.

6. Service Sales & Customer Business Growth

• Proactively engage with Customers to identify opportunities for selling additional AMS services that meet their evolving operational needs.
• Work closely with sales and commercial teams to develop and present compelling service propositions and commercial offers.
• Lead service consultations and discussions with Customers to articulate the benefits, value, and competitive advantage of AMS service offerings.
• Support contract negotiations and renewals by aligning service delivery capabilities with Customer business objectives.
• Foster strong Customer relationships to drive trust, loyalty, and long-term business growth through service adoption and expansion.

Required Skills & Experience

• Proven experience in service delivery, project delivery, operations, or customer management within safety-critical or highly regulated industries such as ATM, aviation, defence, telecommunications, rail, or energy sectors.
• Demonstrated ability to manage complex service environments involving multiple parties and suppliers.
• Excellent communication and stakeholder management skills, with a particular aptitude for engaging operationally focused Customers.
• Strong analytical and problem-solving capabilities focused on driving measurable business outcomes.
• Familiarity with Air Traffic Management (ATM) systems including surveillance, communications, navigation, network infrastructure, command & control systems, or data services.
• Desirable: knowledge and practical application of service management frameworks such as ITIL, CMMI-SVC, or equivalent.

Personal Attributes

• Safety-first mindset with an unwavering commitment to compliance and risk management.
• Customer-centric approach, emphasizing relationship-building and responsiveness.
• Calm, structured, and decisive when managing crises or working under pressure.
• Proactive, continuous improvement-oriented, and willing to challenge the status quo constructively.
• Skilled in influencing and persuading stakeholders without direct authority.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.