Service Delivery Manager

4週間前

Minato Thales
【Summary】

She/he delivers the solution in compliance with customer requirements and Thales proposal.

She/he manages and drives service delivery projects by ensuring customer satisfaction by being responsible to services delivery in the respect of the Service Level Agreement (SLA), committed time and quality and maximizing the service profitability.

【MAIN RESPONSIBILITIES】

She/he delivers the solution in compliance with customer requirements and Thales proposal

・Supporting pre-sales team to perform quotation, schedules and feasibility study.

・Completing and validating the functional specifications with the customer.

・Writing the project management plan and making sure of its right monitoring.

・Managing project risks and related action plans.

・Managing procurement (in sense of hardware, 3rd party or any other sub contracting means).

・Managing changes (impacts and scope evolution requested by the customer or up sell) during the project.

・Reporting internally and externally on project progress and issues (responsible for alerts and escalations).

・Ensures the configuration management and archival of project artefacts.

・Delivering projects to customer in performing all related activities (acceptance...).

・Working with operation team in building the best operational strategy (monitoring, reporting, security, High Availability, performance, etc.).

・Coordinating the implementation of the content of the Operational Requirements Specification (ORS) document

・Ensuring handover to the support team or specific internal/external interface.

・Providing feedback to the Product and Deployment teams with information from the field in order to improve Solution and Services offer.

・Ensuring practices related to the project are in line with Thales ethics and values.

She/he manages the Services Delivery project (Service Management)

・To manages the transition from project to production (handover)

・To attend important project milestone reviews to understand project scope and clarify the deliverables status, providing the view of operations/support and final acceptance of the transfer.

・To provide Operational Requirement and Specification (ORS) to the delivery team.

・To review the contract (Service Level Agreement), Functional Requirement and Specification (FRS).

・To ensure that the operation team is ready to deliver the service by go-to-production.

・To prepare and perform operational kick-off meetings with external stakeholders.

・To be responsible of the Service Level Agreement (SLA) delivery to the customer.

・To ensure Thales respects the SLA and to provide this visibility to the customer.

・To work with Operation engineer and Operation expert to deliver the service defined in SLA.

・To monitor that the control service deliverables (report, customer communication, platform change ...) are aligned with Thales production processes and market expected quality level.

・To plan and coordinate preventive maintenance actions regularly (complying with contract or Key Performance Indicator (KPI)) with internal and external stakeholders in order to ensure that the solution is always up, running, and in good conditions.

・To analyze the current traffic; follow up action Implementation.

・To Lead Operation engineer / Operation expert to match customer expectations.

・To make monthly report/meetings, manage escalations, perform action plan follow up.

・To coordinate when needed all actions on customer platform (change management, project set up, campaign, etc.

・To support the operation team on communication with customers.

・To give feedback on backlog and forecast to customer service and finance.

・Continuously improve the quality of operation.

・Making sure the team, keeps the customer database up to date.

She/he drives the project by ensuring customer satisfaction, committed time and quality, project profitability and Thales interests.

・To be the main interface and escalation entry point with customers for day-to-day relationship.

・Growing long-term relationships with customers by continually seeking to increase customer satisfaction and deepen client relationships.

・Anticipating clients needs and proposing alternative delivery solutions or business solution in cooperation with sales team.

・Deal with change request from customer in cooperation with sales team. Managing and documenting any change request, help sales to ensure the customer perceive the value of the CR (up-sell).

・Applying the quality processes and using project management tools deployed in Services departments, in particular

・Tracking closely the time and costs spent on the project and the Estimate to Completion (ETC)

・Managing billing milestones within project work breakdown structure (WBS)

・Managing revenue recognition tasks and milestones within project work breakdown structure (WBS)

・Freezing the budget on a monthly basis.

・Determining ways to reduce costs without sacrificing customer satisfaction.

・Maintaining satisfaction within assigned project team and workload balancing.

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