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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing support and maintenance contracts, ensuring customer satisfaction, and fulfilling Service Level Agreements (SLA). Proficient in incident, problem, and change management, with strong analytical and organizational skills to drive service evolution and upsell opportunities.
Highest-signal resume keywords
ITIL v3 or v4 Foundation CertificationCustomer Service MindsetStrong Analytical SkillsStrong Communication & Presentation SkillsFluent Spanish and English Speaker
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Strong Organisational & Audit SkillsStrong Workshop Facilitation Skills
Tools & Technologies
MS Office / O365TeamsFormsPowerBICloud-based Infrastructure
Certifications & Qualifications
ITIL v3 or v4 Foundation Certification
Industry Keywords
Service Level Agreements (SLA)Incident ManagementProblem ManagementChange ManagementCustomer Account ReportingContract RenewalsThird-party ContractsAudit DocumentationSecurity ObligationsBiometric Systems
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Manage support and maintenance contracts related to Government Solutions, including Thales and third-party software and equipment
- Ensure customer satisfaction and fulfilment of Service Level Agreements (SLA)
- Govern incident, problem, and change management across the complete solution
- Act as the main customer interface for service contract operations
- Develop customer relationships and new business opportunities
- Determine priorities, timetables, and accountability for allocated services
- Translate contractual service requirements and design and lead service transition
- Provide customer account reporting, including weekly, monthly, committee, KPI, and SLA reports
- Advise on service evolution and upsell opportunities
- Manage contract renewals and new offer proposals with sales
- Follow up project finances and evaluate risks and opportunities
- Coordinate resolution of customer issues using internal and external resources
- Manage third-party contracts, communications, and performance monitoring
- Forecast costs for service contracts or minor change orders
- Work with the Security Manager to maintain security obligations and certifications
- Promote best practices, coach and influence others, and enforce agreed standards
- Communicate complex matters to target audiences and senior stakeholders
- Maintain audit documentation, evidence, and compliance records
- Attend customer and Thales sites for key meetings when required
Requirements
What you’ll need- ITIL v3 or v4 Foundation certification (minimum); higher levels preferred
- Customer Service mindset
- Strong Analytical Skills
- Strong Organisational & Audit Skills
- Strong Communication & Presentation Skills
- Strong Workshop Facilitation Skills
- Fluent Spanish and English speaker and writer
- Understanding of Cloud-based infrastructure is a positive
- MS Office / O365 proficiency
- Good awareness of Teams, Forms and PowerBI are desirable
- Experience with identity, biometric and/or border systems and applications is an advantage
Benefits
Comp & perks- Hybrid working arrangement
- Career development and mobility opportunities at home and abroad
- Flexibility as a way of working
- Equal opportunity employment