Service Delivery Manager, Zaventem

Les entreprises et les gouvernements comptent sur Thales pour apporter de la confiance aux milliards d’interactions numériques qu’ils établissent avec les utilisateurs. L’Activité Mondiale Identité&Sécurité Numériques (DIS) fournit des technologies et services (des logiciels sécurisés en passant par la biométrie ou encore le cryptage), qui permettent aux entreprises ainsi qu’aux gouvernements de vérifier des identités, et de protéger les données afin qu’elles restent sûres.

Role Overview As a

Service Delivery Manager , you are responsible for the

end‑to‑end service delivery

to a portfolio of mostly healthcare customers. You act as the

primary operational point of contact , ensuring service quality, customer satisfaction, and contractual commitments (SLAs, governance, reporting). You work closely with customers, internal delivery teams, PMs, SOC, and technical experts to ensure services are delivered efficiently and continuously improved.

Key Responsibilities Customer&Service Management

Act as the main operational interface for assigned healthcare customers

Build and maintain trusted, long‑term customer relationships

Lead service governance meetings (operational reviews, service reviews, escalation calls)

Ensure contractual commitments, SLAs, and KPIs are met.

Service Delivery&Coordination

Oversee day‑to‑day service delivery across multiple Thales cyber services

Coordinate and work with internal teams (SOC, NetSec, PMO, sales)

Anticipate risks, identify service issues, and drive corrective actions

Manage escalations and ensure timely resolution.

Reporting&Continuous Improvement

Produce and present service reports (operational, KPI, SLA)

Identify service improvement opportunities and contribute to service evolution.

Support renewals, upsell opportunities, and service extensions in collaboration with sales.

Governance&Compliance

Ensure services comply with internal processes, security standards, and customer requirements

Contribute to onboarding of new customers and transition from project to run

Experience Required Profile

Minimum 3 years of experience in service delivery, service management, or customer operations

Proven experience managing enterprise or public sector customers, ideally in healthcare

Experience working in IT / Cybersecurity / Managed Services environments

Skills&Competencies

Strong customer orientation and communication skills

Ability to manage complex stakeholders and escalations

Structured, proactive, and solution‑oriented mindset

Comfortable with governance, reporting, and operational steering

Languages

French : fluent

Dutch Fluent

English is a plus

Thales, entreprise Handi-Engagée, reconnait tous les talents. La diversité est notre meilleur atout. Postulez et rejoignez nous !

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