Location: Reading, United Kingdom 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. Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across five major industries; Aerospace, Defence, Ground Transportation, Security and Space. Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions. Job Description Service Delivery Manager Function Purpose As a member of the P&SD team for Government solutions, you own the customer contract and ensure customer satisfaction related to contractual commitments and fulfilment of Service Level Agreement (SLA) Role Responsibilities You are the Customer interface for the Service contract(s), including participating in contract renewals and reporting on the account activity and profitability. Additionally, you may provide upselling advice to the customer and participate in new offer proposal with sales You determine priorities, timetables, and are accountable for the activities pertaining to your allocated Service(s) You are accountable for the delivery of all contractual requirements including (where applicable) preventative maintenance, SLA management, and new release delivery You manage SLA/contractual agreements and provide communication or escalation (where needed) to management. You coordinate the resolution of customer issues (e.g. maintenance, change order, and/or bug fixes) by engaging appropriate internal and external resources You manage third party contracts, communication and performance monitoring where appropriate You provide cost forecasting related to Service contract(s) or minor change orders, including estimating resources/timeline and coordinating resources in accordance to the project schedule and customer requirements You work with the local Site Security Officer (SSO) to ensure that security obligations and certifications are met and maintained You show enthusiasm and continuous desire for the creation, implementation and evolution best practice You coach and influence others to positively enforce agreed practices and standards You translate complex matters into language that is tailored to the target audience You challenge and support others where circumvention or divergence occurs without suitable reason You produce high quality documentation and management information You are enthusiastic about acquiring knowledge on available IT Applications and ways of working, proactively seeking ways to exploit their use in order to maximise efficiency and quality of practices You task orientated, demonstrating an ability to complete and where necessary overcome challenges with a high degree of self-sufficiency You have an audit mindset, ensuring documentation is suitably filed, evidence/compliance is gathered and easily referenced You are able to communicate to senior stakeholders, showing a high degree of competency for both written and verbal methods You shall attend Customer and Thales sites for key meetings where required (health and safety dependent) Skills & Qualifications ITIL v3 or 4 Foundation (minimum), ITIL v3 Expert or v4 Managing Professional Preferred MS Office / O365 Intermediate, good awareness of Teams, Forms and PowerBI are desirable Customer Service mindset Strong Analytical Skills Strong Organisational & Audit Skills Strong Communication & Presentation Skills Strong Workshop Facilitation Skills ISO20000 experience is a positive Fluent English speaker and writer, additional languages are a positive LI-DM1 In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency. At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles. Great journeys start here, apply now