IT Delivery Manager
GreenPowerMonitor, a DNV company
Service Delivery Manager
Thales
full-time
Posted on:
Location Type: Hybrid
Location: Madrid • 🇪🇸 Spain
Visit company websiteJob Level
SeniorLead
About the role
- Manage several support and maintenance contracts related to Government Solutions.
- Ensure customer satisfaction, respect of contractual commitments and fulfillment of Service Level Agreements (SLA).
- Be the customer interface for Support and Maintenance (S&M) contract.
- Manage the customer account by providing reporting on the activity.
- Responsible for financial follow-up and customer satisfaction.
- Manage third-party contracts, communication and performance monitoring.
- Manage incidents follow-up in respect with the SLA.
- Coordinate and follow actions of 3rd parties or different levels of support.
- Follow and administrate tests and installation of changes with technical teams at customer sites.
- Provide internal reporting of account activities and manage the contract with Thales tools.
Requirements
- 10 years of work experience with IT, customer relationship management, knowledge of service management, ITIL practices.
- Preferred experience in application servers, operating systems and databases.
- Engineering degree in the computing or IT fields.
- Excellent communication skills in English and Spanish.
- Customer orientation.
- Administrative project management.
- Proven experience in (external) customer relationship management.
- Availability to travel frequently with short notice.
- Experience as Service Delivery Management (SDM) or Project Management (PM).
Benefits
- Flexible working hours.
- Intensive working days on Fridays and during August.
- Remote-friendly – 2 days a week working from home.
- Restaurant allowance and social benefits (health insurance, kindergarten).
- Free coffee on-site!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ITILapplication serversoperating systemsdatabasesservice managementproject managementservice delivery managementcustomer relationship managementreportingcontract management
Soft skills
customer orientationcommunication skillsadministrative project managementcustomer satisfactionincident managementperformance monitoringcoordinationteam collaborationproblem-solvingfinancial follow-up
Certifications
engineering degree