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 customers
Build and maintain trusted, long‑term customer relationships
Lead 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 services
Coordinate and work with internal teams (SOC, NetSec, PMO, sales)
Anticipate risks, identify service issues, and drive corrective actions
Manage 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 requirements
Contribute to onboarding of new customers and transition from project to run
Experience
Required Profile
Minimum 3 years of experience in service delivery, service management, or customer operations
Proven experience managing enterprise or public sector customers, ideally in healthcare
Experience working in IT / Cybersecurity / Managed Services environments
Skills & Competencies
Strong customer orientation and communication skills
Ability to manage complex stakeholders and escalations
Structured, proactive, and solution‑oriented mindset
Comfortable with governance, reporting, and operational steering
Languages
French : fluent
Dutch Fluent
English is a plus
Thales, entreprise Handi-Engagée, reconnait tous les talents. La diversité est notre meilleur atout. Postulez et rejoignez nous !
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