Service Delivery Manager – Customer Operations & Contract Management

Location: Stockholm, Sweden
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 billions 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.
"As market leader within Digital Identity and Security, Thales makes personal digital interaction simple and secure in an increasingly connected society. From secure software to biometrics and encryption, Thales provides technologies and services that enables business and governments to authenticate identities and protect data, enabling its clients to offer trusted digital services to billions of individuals. Located in Älvsjö since 2012, the site houses both a commercial office as well as two productions within Identity & Biometric Solutions, and Banking & Payment Services. Working commercially across all business areas within Digital Identity and Security, Thales has become a trusted partner within various businesses as well as governments throughout the Nordics.

Role: Service Delivery Manager – Customer Operations & Contract Management

Base location: Stockholm, Sweden (Hybrid)

Security process: This position requires that you undergo and be approved in accordance with the applicable regulations for security protection. For positions where Thales has requirements for security clearance, this may entail a requirement for local citizenship.

Identity & Biometric Solutions (IBS) business line

Thales Identity and Biometric Solutions (IBS) Business Line is part of the global Thales Group, which employs more than 80,000 people in 68 countries.

Thales delivers identity and biometric solutions to governments, public authorities, and private entities in civil identity and public security. We do this by providing highly secure documents, such as passports, ID cards, driver’s licenses, etc., at the heart of identity schemes. We also provide solutions for verifying people’s identities, for example, when they cross borders and enrolling them in national registers. Both of these are built on our expertise in biometrics.

And, as governments go through a digital transformation, we support them by delivering secure, convenient, and feature-proof mobile identity, digital identity wallet, platform, and services. We also address public security and law enforcement challenges by offering the latest in criminal forensics and real-time facial recognition.

Description

As a Service Delivery Manager, you will oversee multiple support and maintenance contracts related to Identity and Biometric Solutions, including documents, equipment and software supplied by Thales and third parties. The role focuses particularly on solutions for identity document issuance. These are technically complex, product-based solutions combining software, equipment, integrations, quality requirements, and long operational lifecycles. You will be responsible for ensuring customer satisfaction, compliance with contractual commitments, fulfilment of service level agreements (SLAs), and delivery within the allocated budget. The position requires long-term ownership of customer commitments and close coordination across product, project, engineering, quality, support, and supply-chain stakeholders in an international matrix organization.

The role will work closely with different departments at our Älvsjö Office. The Line Manager is located abroad and so is several of the other Service Delivery Managers in the Manager’s team.

Key responsibilities include:

• Act as the primary customer interface for Support and Maintenance (S&M) contracts.
• Take end-to-end ownership of service delivery across the product lifecycle, including transition from project delivery into support, configuration and version changes, obsolescence, upgrades, quality issues, and operational continuity.
• Lead the structured resolution of complex product and service issues by coordinating engineering, product, quality, project, and support teams; ensure clear root-cause analysis, corrective actions, risk management, customer communication, this while being in line with the SLA commitments.
• Maintain stable, long-term customer governance, exercise sound judgement with a high degree of autonomy, and escalate effectively while working within Thales processes and an international management structure.
• Manage customer accounts by providing regular activity reporting, including weekly and monthly updates, steering committee materials, KPI reports, and SLA reports; recommend service improvements; and support contract renewals and new commercial proposals in coordination with Sales.
• Monitor contract financial performance and maintain a strong focus on customer satisfaction.
• Manage third-party contracts, communications, and performance monitoring where applicable.
• Coordinate and follow up on actions involving third parties and internal support teams, ensuring alignment with Thales processes.
• Prepare, plan, and manage the execution of changes in coordination with technical teams.

Knowledge, Skills and Experience:

• An engineering degree for instance in Computer Science.
• Demonstrated experience (at least 5 years) managing the delivery, support, or lifecycle of complex product-based technology solutions that combine software, equipment, integrations, and third-party components.
• Strong customer relationship management skills.
• A mature, accountable working style with the resilience to provide sustained customer ownership, delegate appropriately, and operate effectively with remote teams and international management.
• Practical experience with product lifecycle management, quality assurance, change control, risk management, and root-cause or corrective-action processes.
• Proven project or delivery leadership in a technically advanced environment, with the ability to coordinate engineering, product, quality, support, commercial, and external partner stakeholders.
• Ability to build credibility with technical and operational stakeholders, communicate effectively in customer and executive governance forums, and translate complex issues into clear decisions and actions.
• Excellent communication skills in English and Swedish.
• Ability to travel within Europe.
• Eligibility for security clearance for Swedish customer.
• ITIL Foundation experience, certification being a plus.
• Experience in government-related activities is a plus.

What we offer:

• Competitive compensation package including base salary and performance-based incentives.
• A key role in shaping the company’s presence in a strategically important region.
• Opportunity to work with innovative technologies and cross-border teams.
• Professional development, training, and career advancement opportunities.

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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. Great journeys start here, apply now!