Care Manager overseeing development and implementation of care plans for clients in their homes. Delivering compassionate support in community and home health environments while collaborating with various professionals.
About the role
- Service Delivery Manager at Thales managing several support and maintenance contracts related to Government Solutions and ensuring customer satisfaction with SLAs.
Responsibilities
- Manage several support and maintenance contracts related to Government Solutions.
- Ensure customer satisfaction, respect of contractual commitments and fulfillment of Service Level Agreements (SLA).
- Be the customer interface for Support and Maintenance (S&M) contract.
- Manage the customer account by providing reporting on the activity.
- Responsible for financial follow-up and customer satisfaction.
- Manage third-party contracts, communication and performance monitoring.
- Manage incidents follow-up in respect with the SLA.
- Coordinate and follow actions of 3rd parties or different levels of support.
- Follow and administrate tests and installation of changes with technical teams at customer sites.
- Provide internal reporting of account activities and manage the contract with Thales tools.
Requirements
- 10 years of work experience with IT, customer relationship management, knowledge of service management, ITIL practices.
- Preferred experience in application servers, operating systems and databases.
- Engineering degree in the computing or IT fields.
- Excellent communication skills in English and Spanish.
- Customer orientation.
- Administrative project management.
- Proven experience in (external) customer relationship management.
- Availability to travel frequently with short notice.
- Experience as Service Delivery Management (SDM) or Project Management (PM).
Benefits
- Flexible working hours.
- Intensive working days on Fridays and during August.
- Remote-friendly – 2 days a week working from home.
- Restaurant allowance and social benefits (health insurance, kindergarten).
- Free coffee on-site!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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