Service Delivery Manager (Open also to Protected Categories, Law 68/99)
Core
Manage support and maintenance contracts for government identity and biometric security solutions, ensuring SLA fulfillment and customer satisfaction.
Role type
Senior Service Delivery Manager (Government Solutions)
Builds
Identity management and data protection solutions for public administration
Domain
Public sector / Identity & Biometrics / IT Services
Deliverable
client delivery
Required skills
Service delivery management, ITIL practices, incident/problem/change management, contract governance, financial project management, stakeholder management, risk evaluation, supplier performance monitoring
Preferred skills
Biometric systems experience, ITIL certification
Technologies
Thales identity management platforms, third-party security equipment
Responsibilities
Act as primary customer contact for S&M contracts, manage account reporting (KPIs, SLAs), oversee incident escalation and resolution, coordinate multi-level support teams, control supplier obligations, drive service improvement processes
Seniority
Senior, hands-on IC with strategic account oversight