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.

QUALIFICATIONS & EXPERIENCE

• Bachelor or Master´s degree in Computer science, electronics engineering, Telecommunications engineering, Industrial engineering, or related fields. (Title must be available for consultation on Registro Nacional de Grados Académicos at SUNEDU or Registro Nacional de certificados, grados y títulos at Ministerio de Educación).
• 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

• ITIL Certification.
• Process Management or BPMS Knowledge.
• Availability to travel internationally within Latam.
• Peruvian citizenship or work permit.
• On-Site role, you will be mostly working with our clients on their facilities.
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• 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.