Service Delivery Manager with French
Service Delivery Manager with French
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Job Description
Join Thales world leader in safety and security technologies for the Aerospace Transport Defense and Security markets. With 81000 employees in 56 countries the Group benefits from an international presence that allows it to act as close as possible to its customers anywhere in the world.
Our Critical Information Systems and Cybersecurity teams provide comprehensive services and solutions that optimize the performance resilience and security of information systems in order to deal with technological disruptions and cyber threats.
As part of the strengthening of our activity we are looking for a Service Delivery Manager / Operation Manager
WHAT WE CAN ACCOMPLISH TOGETHER
Attached to our Outsourcing Entity you will be responsible for leading an IT team in charge of outsourcing services.
You will carry out the following main tasks:
Ensure the follow-up of SLAs carry the contractual commitments delivered by TSR;
Be responsible for customer satisfaction
Be the privileged interface of the client
Manage contributors to commitments (SLA KPI etc) in case of part of delivery is provided from our service centers in France
Responsible for tracking incidents requests and problems
Guarantee the quality of the service contract
Ensure compliance with project delivery deadlines
Participate strongly in the continuous improvement of the service
Ensure coordination between the client and the project teams.
Ensure reporting to the client (Copil Cotech) and Thales management
Lead the Steering Committee
Responsibilities:
Responsible for the Infrastructure Operations managing a Team between 20 and 60 people.
Responsible for the achievement of the SLAs for your team.
Work closely with the PM Program Manager to ensure customer satisfaction and to develop new services.
Manage and plan assignments along with priority goals and requirements in the delivery of run services and projects.
Hire train develop and evaluate team members.
Organize all the operations to secure the arrival of new team members
Own the relevant operational standards processes and procedures.
Lead the team on continuous improvement activities and action plans
Lead the team to deliver run and project IT services :
Help the teams identifying the root cause of the incidents and the preparation of problem management reports.
Ensure all changes are planned and executed with no business interruption.
Organize all the retex activities and the fulfillment of the knowledge base of the team.
Help your team to deliver projects work packages.
Participate in definition of the technology strategy and specifically lead the operational aspects for you team.
Required competencies/experience:
Experience in a managerial role in IT operations essential. Overall experience and knowledge of IT systems and technologies essential.
Experience managing and development people.
Degree in computer science or equivalent technical degree
ITIL certification
Excellent level of analytical ability communication and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues.
Demonstrates initiative by reaching beyond work assigned to improve output and/or help other
Proven ability in project management skills and ability to teach others
Systematic and analytical thinking and working skills
Risk management culture
Accustomed to the AGILE method and organization
Excellent skills in written and spoken English.
WHO ARE YOU
You justify a successful experience in managing outsourcing contracts Cloud in Agile mode. A true leader you will lead and federate heterogeneous cross-functional teams around motivating projects.
Having a proven ease of customer contact you are recognized for your rigor your autonomy and your relational excellence. Force of proposal you know how to be organized and appreciate the challenges. You also master:
ITIL (certification appreciated)
Knowledge of Agile Models
Contractual issues
Management by risks.
You speak French at a good level.
Required Experience:
Manager
Employment Type
Full-Time
