Service Delivery Manager
4 weeks ago
Location: Bangkok, Thailand
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 billons 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.
Thales has been present in Thailand since the early 1990s, opening its first representative office in Bangkok in 2005. Today, Thales Thailand employs 45 people, and has numerous programmes and achievements to its name in both the civil and defence sectors. The Group is a long-term strategic supplier of defence systems for the Royal Thai Army and Navy. In aerospace, Thales plays a key strategic role, delivering country-wide solutions to Thai customers in the area of air traffic management, radars and navigation aids. Thales is supplying ground transportation solutions to the main and urban rail lines in the area of signalling and fare collection.
**Role & Responsibilities**
You are responsible for overall Service Delivery for Thai eP project. Manage technical support activities consisting of:
- Maintain solution’s operational compliance, service desk activities, implement and maintain operational process, policies and best practices.
- Supervise Network Operation Center (NOC) team, IT support team, IVVQ team, Service desk team and local software development team.
- Coordinate with Regional Delivery Centre for new system releases
- Direct contact with customer on above related items
**Main Activities / Tasks**:
- As Service Delivery Manager, with the support of their respective team lead, you are in charge of the following teams:
- Network Operating Centre (NOC) team: perform network monitoring and network issue resolution.
- Service desk team (24/7): performs customer/users support and L1 issue resolution.
- IT Support team: performs L2 IT issue resolution.
- IVVQ team: performs L2 system and software resolution and validate system upgrade.
- SW team: perform software upgrade for non-critical sub-systems.
- Oversee the entire IT service management operation in line with ITIL framework, and ensure quality service management to meet the business objectives.
- Implement, operate and maintain ITIL process and best practices. (eg: Incident management, problem management, change & configuration management, and preventive maintenance of the information assets etc.)
- Monitor and maintain the SLA, prepare monthly SLA reports, availability management, capacity management, and service continuity management.
- Ensure the best performance, confidentiality, integrity and availability of the information assets & related services and support ISMS activities.
- Ensure reliability of data backup solution and offsite backup strategy, and manage the disaster recovery of the information system.
- Coordinate, escalate and resolve all technical problems. Collaborate with the third-party solution providers and Thales delivery centers.
- Responsible for produce and maintain the lifecycle documentation of the information assets, system integration documentation, operation guides, operation process, administration guide, security procedure, DR plan implementation.
- Organize and conduct adequate training for the customer, support engineers and help desk support staff.
- Implement continual service improvement process, conduct risk assessment, analyze new requirements, budgeting, and timely reporting to management.
- Coordinate and follow-up of the local and offshore SW teams to define scope, planning and qualification of the SW releases and L3 issue resolution.
- Responsible for the specification and execution of engineering management and control processes including, but not only: Configuration and Data Management, IVVQ Management, Technical Performance Measures.
- Provide guidance and leadership to the project engineering teams with particular focus on deploying systematic approach to the required engineering activities while developing technical competencies and efficient ways of working.
- Collaborate within and across various local and offshore teams, often in a complex matrixed and multi-stakeholder and multi-cultural environment.
- Drive the teams on a day-to-day basis and report forecasts, risks and opportunities to Project Director.
- Coordinate with Security Manager, Perso Manager and Enrolment Manager
**Requirements**:
- Master degree in Information Technology, computer engineering or equivalent.
- ITIL practitioner certification.
- Working experience in ISO-27001 certified data center
- English: Strong written and verbal.
- Thai: Strong written and verbal.
- Proven experience of leading high performing teams at senior level.
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