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 Service Delivery Manager (SDM) you will be responsible for managing several support and maintenance contracts related to Government Program Solutions for software and equipment from Thales and 3rd parties. You will ensure customer satisfaction, contractual commitments, and fulfilment of service level agreements. You will be involved in technical support for incidents, problem, and change management on the complete solution.

Responsibilities

Be the customer interface for the S&M contract.Manage the customer account by providing activity reports (KPIs, SLAs) and providing evolution advice, contract management and renewals and upsales possibilities.Perform financial follow up of the contract and customer satisfaction.Manage 3rd party contracts, communication, and performance monitoring.Manage incident follow up, escalations and SLAs.Manage actions defined by contract such as preventive maintenance, software new releases and installations.

Qualifications & Experience

Bachelor or Master´s degree in Computer science, electronics engineering, Telecommunications engineering, Industrial engineering, or related fields.At least 5 years of experience as a service delivery manager or relevant experience working in IT solutions, computing or integrations facing complex clients.Fluent in Spanish and English (B2).

Position Requirements

Availability to travel internationally within Latam.Colombian citizenship or work permit.Hybrid role, office based in Bogotá D.C. Colombia.

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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!