Service Delivery Manager

Thales

. Manage support and maintenance contracts related to Government Solutions, including Thales and third-party software and equipment .

Posted 9/24/2026full-timeMadrid • SpainMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing support and maintenance contracts, ensuring customer satisfaction, and fulfilling Service Level Agreements. Proficient in developing customer relationships, providing analytical reporting, and coordinating resources to meet project requirements.

Highest-signal resume keywords

ITIL v3 Or 4 Foundation CertificationCustomer Relationship ManagementAnalytical SkillsCommunication And Presentation SkillsCloud-Based Infrastructure Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contract ManagementIncident ManagementProblem ManagementChange ManagementService Level Agreement FulfilmentFinancial Follow-UpRisk ManagementKPI ReportingAudit DocumentationWorkshop Facilitation

Soft Skills

Customer Service MindsetOrganisational SkillsCoaching And InfluencingComplex Matter Communication

Tools & Technologies

MS OfficeO365TeamsFormsPowerBI

Certifications & Qualifications

ITIL v3 Or 4 Foundation Certification

Industry Keywords

Government SolutionsThird-Party SoftwareBiometric SystemsBorder SystemsService TransitionCustomer Activity ReportingPerformance MonitoringSecurity ObligationsCompliance Records

Tech Stack

Tools & technologies

Cloud

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, contractual commitments, and Service Level Agreement fulfilment
Govern incident, problem, and change management across complete solutions
Act as the main customer interface for service contract operations
Develop customer relationships and identify new business opportunities, upsell opportunities, contract renewals, and new offers
Determine priorities, timetables, and accountability for allocated services
Translate contractual service requirements and lead service transition into operational services
Provide customer activity reporting, including weekly, monthly, committee, KPI, and SLA reports
Provide evolution advice and manage financial follow-up, risks, opportunities, and cost forecasting
Coordinate customer issue resolution by engaging internal and external resources
Manage third-party contracts, communications, and performance monitoring
Coordinate resources according to project schedules and customer requirements
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 4 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
Ability to attend Customer and Thales sites for key meetings where required
Ability to manage support and maintenance contracts, customer relationships, service levels, finances, risks, suppliers, and third-party contracts

Benefits

Comp & perks

Flexible working arrangements
Mobility policy enabling career development at home and abroad
Career development opportunities
Equal opportunity employment