Head, Service Delivery

Thales is a global technology leader trusted by governments institutions and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space cybersecurity and digital identity were driven by a mission to build a future we can all trust.

As the Head of Service Delivery you will manage and lead the Services team to deliver customer services in the Security business.

• Ensure the timely delivery of integrated logistics support during the project phase
• Prepare the resources and technical supports for the maintenance phase
• Understand key project services SLA and challenges work with the teams to deal with the challenges.

You will also collaborate with cross-function teams to strategise and devise plan to capture services/ maintenance opportunities.

• Define the architecture of the service and the associated service infrastructure
• Allocate service requirements to the various actors of the organization for support
• Prepare the service and maintenance proposal

In addition the Services team in the current organisation also takes care of the installation work package during both the bid and project delivery phases. As such you will also be responsible for the definition of the installation requirements during bid and cater resources to deliver the installation work packages.

Responsibilities:

• Supervise the Service Delivery Managers and other resources within the Security Services team
• Prepare and deliver the service and maintenance proposal during bids
• Formalise service requirements cost of ownership and integrated logistic support of the Solution
• Define the architecture/organisation of the service and the associated service infrastructure
• Allocate service requirements to the various actors of the organisation for support
• Validate Service Deployment Readiness and the Obsolescence Management Plan
• Responsible for the resources to deliver the services
• Ensure that the teams meet all the Service Level Agreement (SLA)
• Gather installation requirements during the bid phase from customer and engineering team
• Write the installation SOW for procurement to look for M&E subcontractor to deliver the works
• Allocate resources to manage the installation work package during project phase

Requirements:

• Bachelors degree in Information Technology/Computing/Engineering or any relevant discipline.
• Preferably >10 years of working experience in the maintenance of Critical System with SLA in the management capacity
• Experience in execution of ITSM processes in an organisation
• Experience in operation transition planning from project phase into maintenance phase
• Experience in managing a group of >20 service support staffs and sub-contractors
• Experience in delivering ILS requirements in project phase
• Good understanding of Logistic Support Analysis such as Maintenance Engineering Analysis (MEA) and Level of Repair Analysis (LORA)
• Good understanding of System Reliability Availability and Maintainability (RAM) programme
• Experience in the System Testing Commissioning and Warranty support
• Strong interpersonal skills ability to effectively communicate with peers and customers on all levels
• Ability to effectively prioritise and execute tasks in an occasionally high-pressure environment
• Organised and motivatedindividual with good written and oral communication skills
• Good technical knowledge of Windows Server Linux VMware Databases Storage Networking Cybersecurity Communication Systems will be an advantage
• Any professional certifications such as PMP/IPMA ITIL CCNA etc. will be an advantage
• Some experience in managing M&E requirements and subcontracting works

At Thales were committed to fostering a workplace where respect trust collaboration and passion drive everything we do. Here youll feel empowered to bring your best self thrive in a supportive culture and love the work you do. Join us and be part of a team reimagining technology to create solutions that truly make a difference for a safer greener and more inclusive world.