Service Delivery Manager / Program Manager H/F

September 12, 2026

Remote

Senior

France

Important before applying

This job has conditions that may affect your decision to apply

English is required

Description

Thales is looking for a Service Delivery Manager / Program Manager to lead a portfolio of critical projects in operational maintenance and transformation (Cloud, Data, AI). The role involves overseeing the entire project lifecycle, ensuring operational excellence, financial profitability, and client satisfaction.

Responsibilities

Guarantee strict adherence to contractual commitments (SLA, KPO) and quality of service
Coordinate activities with production teams, service centers, and Work Package Managers (WPM)
Anticipate drifts, pilot escalades, and implement action plans in crisis situations
Carry the high-level client relationship, ensure client satisfaction (NPS), and animate governance (SteerCo, Technical Committees)
Identify new opportunities and pilot offer design (RAO, costing, milestones) with technical and commercial departments
Consolidate financial indicators (PC, CA, and margin) and ensure reporting (forecasts of PCCA)
Mobilize and federate a multidisciplinary team (architects, experts, administrators) in an often international context

Requirements

Bac+5 (Engineering School or University) with a specialization in computer science
Confirmed experience in Senior Project Direction or Program Management, ideally in ESN or industry sector
Solid background in IT Services Management and TMA with broad culture (Infrastructures, Cloud, Security)
Mastery of ITIL (V3/V4) for Service Management and project methodologies (V-Cycle, Agile/Scrum)
Practice of ITSM/PMO solutions like ServiceNow, Jira
Excellence in Excel for complex budget management
English is mandatory (mixed teams in France and Romania)
Leadership: ability to mobilize experts and carry a vision to the client
Communication: synthesis and high-level relational ease
Rigor in managing contractual and financial commitments

Conditions

A success driven by technological excellence, your experience, and shared ambition
Attractive compensation package
Continuous skills development: training paths, academies, and internal communities
Inclusive, caring environment respecting employee balance
Recognized societal and environmental engagement

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Service Delivery Manager / Program Manager H/F

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