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Service Delirvery Manager
remote typeOn-Site locationsDoha time typeFull time posted onPosted Today job requisition idR0279196 Location: Doha, QatarThales people architect solutions that enable two-thirds of planes to take off and land safely. We create in-flight entertainment systems that engross 50 million fliers every year and we develop the avionics that control the world’s largest commercial aircrafts. Our simulators train the next generation of pilots for fighter jets, transporters and search and rescue helicopters. And, together, each and every member of our aerospace team makes a difference.We have been present in Qatar for over 35 years and with over 350 employees to date and we are growing rapidly. Thales in Qatar is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Our people are working on two major urban rail projects; the Doha Metro and Lusail Tramway and providing security and communications systems for Hamad International Airport and Doha Port as well as delivering world-class In-Flight entertainment and Connectiivity systems.
Key Areas of Responsibility :
Ensure seamless integration of assigned airlines' IT, digital platforms, and third-party services into the FlytEDGE ecosystem, collaborating with system architects to ensure scalability and efficiency. Oversee onboarding of airline partners and ensure service delivery aligns with contract terms and SLAs. Monitor service deployment, functionality, and availability on the FlytEDGE platform. Manage incidents, classify root causes, and implement preventive actions, including proposing Engineering Change Requests (ECRs). Act as the focal point for customer incidents, ensuring continuous service availability and improvement. Lead service enhancement initiatives based on customer feedback, performance indicators, and KPIs, driving cost reduction and quality improvements. Oversee configuration management, ensuring versioning accuracy and model validity. Collaborate with engineering to ensure adherence to Service Management practices, including timely delivery of customer change requests. Coordinate technical activities across teams, ensuring the efficient allocation of resources, implementing corrective actions, and optimizing service delivery. Manage the customer service delivery contract, ensuring fulfillment of budget, quality, reporting, and schedule requirements. Handle third-party services in support contracts, ensuring clear communication and high customer satisfaction.
Minimum Requirements:
Bachelor’s Degree in an Engineering Discipline or equivalent experience in the relevant field, with 9 years in a similar role, with proven experience leading teams in operations or digital service delivery environments, and a track record in customer-facing roles, particularly in the airline industry. Skilled at translating complex technical topics into actionable steps for stakeholders, with strong negotiation and influencing abilities. Adept at working cross-functionally with multi-disciplinary teams and communicating effectively with senior management and directors. Exceptional interpersonal skills with the ability to communicate effectively and confidently across all levels, including aural, verbal, presentational, and written communication. Proven ability to work under pressure, particularly during peak workloads, while supporting the team and maintaining high performance in a fast-paced and changing environment. Self-motivation & Continuous Improvement: Disciplined, self-organized, and highly motivated to learn and improve both personally and within the team. Willingness to support 24x7 operations, including availability outside regular working hours. Strong background in IS/IT services and digital services, with a specific focus on customer service in the airline industry.
Preferred qualifications:
5 years’ experience with a airline service provider in a similar role Technical understanding of IFE and Digital platforms Certification in digital services/platforms .
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