Service Delivery Manager

2 weeks ago


Umm Bab, Qatar Thales Full time

Thales people architect solutions at theheart of the defence-security continuum. Interoperable and secureinformation and telecommunications systems for defence, security,and civil operators, are based upon innovative use ofradiocommunications, networks, and cybersecurity. We are groundbreaking new digital technologies such as 4G mobile communications,cryptography, cloud computing and big data for use in physicalprotection systems, and critical information systems. We have beenpresent in Qatar for over 35 years and with over 350 employees todate and we are growing rapidly. Thales in Qatar is part of ourMiddle East business that has 1,800 people across Egypt, Iraq,Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Our people areworking on two major urban rail projects; the Doha Metro and LusailTramway and providing security and communications systems for HamadInternational Airport and Doha Port as well as deliveringworld-class In-Flight entertainment and Connectiivity systems. JOBOBJECTIVE • The Service Delivery Manager will be leadingthe Thales project support team in Qatar working for Digital IDProject Operations Support and Maintenance, you will be responsiblefor ensuring that our operations and support team delivers anexceptional customer experience and sustained operationalexcellence that will result in increased business engagement andcustomer satisfaction. You will also be in charge of variousresponsibilities, including maintaining excellent customerrelationships, people management, project team leadership, progressmonitoring, contract and budget management, and performing the roleof PKI director and Policy compliance. In addition, one of the keyroles will be to closely monitor project risks in order to mitigatethe negative impact of risks and also transform positive risks intoopportunities in order to maximize the business and ensureupselling opportunities are well captured. ROLES &RESPONSIBILITIES • Maintain positive relationships withcustomers at all project phases. • Lead the Projectsupport team, managing conflict, and ensuring the team'sprocesses and tasks are carried out efficiently fostering apositive working environment. In addition to identify successor anddeputy in case of absence. • Ensure operations 24x7 as percontractual SLA while managing the different team members rotatedshifts. • Identify customer needs and overseeing servicedelivery within the business context. • Assess customerneeds and feedback and using creativity to establish, improve, andrefine processes to ensure that services are delivered efficientlyand effectively. • Remain highly organized and meetingdeadlines while monitoring daily and overall progress. •Take ownership of critical incidents, coordinating with resolutionparties, and establishing effective communication betweenstakeholders for post-incident reviews. • Managerelationships with contractors and service providers and ensuringthat third party costs are kept within budget. • Managefinances and budgets for service delivery, ensuring that resourcesare allocated effectively, to ensure that service delivery stayswithin budget and aligns with financial goals. •Participate in technical and contract related meetings with client.• Execute the role of PKI Director and Policy compliance.• Plan and manage the deployment of appropriatedevelopment projects and solution evolutions. • Provideand present accurate and regular reports to the customer andinternal management on performance of the service delivery,including client interactions and issues. • Use data andmetrics (KPIs) to drive decision-making and improvements.• Develop and/or validate Change Requests and ensuresuccessful and timely implementation. • Keep abreast ofnew technological developments in IT and present proposals withrecommendations which would benefit the organization and thecustomer. • Set performance expectations for team membersand monitor their progress. • Plan, manage and finalizethe hiring of the project support team and their trainings as andwhen required. WORK EXPERIENCE REQUIREMENTS • Minimum of12 years of experience in enterprise systems support demonstratinghigh level of responsibility supporting applications,infrastructure, networks, Database, information security andgovernance. • Innovative thinking and leadership with anability to lead and motivate cross-functional, interdisciplinaryteams. • Excellent written and verbal communication,presentation skills and high level of personal integrity.• Experience with Private Cloud computing acrossvirtualized and containerized environments. • Demonstrableexperience delivering a high level of customer service and leadinga team within a large organization. • Must have experienceworking with 3rd party contractors and having managed serviceproviders. • Experience with managing Installation andmaintenance of IT systems typically of a high degree of complexity.• Having worked with operations and support teams todeliver and maintain Infrastructure Support Services such asServers, Network, Data Center Operations. • Workingknowledge on PKI concepts, Certificates Management (infrastructure& architecture). • Good knowledge on budgeting,analysis, and forecasting. • Thorough knowledge of ServiceManagement principles and Project Management principles (e.g.,business case development). • Strong understanding of ITILfunctions, processes, and roles. • Excellentproblem-solving and analytical skills, with the ability totroubleshoot complex issues in a distributedenvironment.



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