Service Delivery Manager

1 day ago


Baladīyat al Ghuwayrīyah, Qatar Thales Full time
Job Title: Service Delivery Manager

We are seeking a highly skilled Service Delivery Manager to join our team at Thales in Qatar. As a key member of our Digital ID Project Operations Support and Maintenance team, you will be responsible for ensuring exceptional customer experience and sustained operational excellence.

Key Responsibilities:
  • Maintain positive relationships with customers at all project phases.
  • Lead the Project support team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
  • Ensure operations 24x7 as per contractual SLA while managing the different team members rotated shifts.
  • Identify customer needs and oversee service delivery within the business context.
  • Assess customer needs and feedback and use creativity to establish, improve, and refine processes to ensure that services are delivered efficiently and effectively.
  • Remain highly organized and meeting deadlines while monitoring daily and overall progress.
  • Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
  • Manage relationships with contractors and service providers and ensure that third-party costs are kept within budget.
  • Manage finances and budgets for service delivery, ensuring that resources are allocated effectively, to ensure that service delivery stays within budget and aligns with financial goals.
  • Participate in technical and contract-related meetings with clients.
  • Execute the role of PKI Director and Policy compliance.
  • Plan and manage the deployment of appropriate development projects and solution evolutions.
  • Provide and present accurate and regular reports to the customer and internal management on performance of the service delivery, including client interactions and issues.
  • Use data and metrics (KPIs) to drive decision-making and improvements.
  • Develop and/or validate Change Requests and ensure successful and timely implementation.
  • Keep abreast of new technological developments in IT and present proposals with recommendations which would benefit the organization and the customer.
  • Set performance expectations for team members and monitor their progress.
  • Plan, manage, and finalize the hiring of the project support team and their trainings as and when required.
Requirements:
  • Minimum of 12 years of experience in enterprise systems support demonstrating high-level responsibility supporting applications, infrastructure, networks, Database, information security, and governance.
  • Innovative thinking and leadership with an ability to lead and motivate cross-functional, interdisciplinary teams.
  • Excellent written and verbal communication, presentation skills, and high-level personal integrity.
  • Experience with Private Cloud computing across virtualized and containerized environments.
  • Demonstrable experience delivering a high level of customer service and leading a team within a large organization.
  • Must have experience working with 3rd-party contractors and having managed service providers.
  • Experience with managing Installation and maintenance of IT systems typically of a high degree of complexity.
  • Having worked with operations and support teams to deliver and maintain Infrastructure Support Services such as Servers, Network, Data Center Operations.
  • Working knowledge on PKI concepts, Certificates Management (infrastructure & architecture).
  • Good knowledge on budgeting, analysis, and forecasting.
  • Thorough knowledge of Service Management principles and Project Management principles (e.g., business case development).
  • Strong understanding of ITIL functions, processes, and roles.
  • Excellent problem-solving and analytical skills, with the ability to troubleshoot complex issues in a distributed environment.


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