Service Delivery Manager (Hybrid)

Location: Madrid, Spain About Thales Thales designs and implements identity management and data protection solutions at the core of digital security. Our technologies support digital interactions for banks, governments, and organizations worldwide, ensuring trust and security in data exchange, identity verification, and encryption. Job Title: Service Delivery Manager (Hybrid) Job Details: Manage support and maintenance contracts related to Government Solutions, including software and hardware from Thales and third parties. Ensure customer satisfaction and contractual compliance, including SLAs. Handle technical support, incident, problem, and change management. Serve as the main customer interface for support and maintenance. Report on account activity, manage contract renewals, and propose new offers with sales. Monitor financials and customer satisfaction. Manage third-party contracts and performance. Oversee incident follow-up and escalate when necessary. Coordinate with technical teams on tests, changes, and acceptance at customer sites. Conduct preventive maintenance as per contract. Provide internal reports on activities and profitability. Requirements: At least 5 years of experience in IT, customer relationship management, or service management, with knowledge of ITIL practices. Engineering degree in computing or IT fields. Excellent communication skills in English and Spanish. Customer-oriented approach and project management skills. Willingness to travel frequently on short notice is a plus. Experience as SDM or Project Manager is desirable. What We Offer: Flexible working hours and remote work options (2 days/week). Intensive work days on Fridays and in August. Benefits including restaurant allowance, health insurance, and kindergarten support. On-site amenities like free coffee. Note: This job is active and accepting applications until the expiry date of 06.09.2025. J-18808-Ljbffr

Location: Madrid, Comunidad de Madrid, ES

Posted Date: 11/19/2025