Head, Service Delivery

Head, Service Delivery at Thales Location: Singapore, Singapore Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we're driven by a mission to build a future we can all trust. In Singapore, Thales has been a trusted partner since 1973, focusing on aerospace, defence and security, and digital identity and cybersecurity sectors. With 2,000 employees across three local sites, we deliver cutting‐edge solutions across aerospace, defence and security, and digital identity and cybersecurity sectors, shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress. Overview As the Head of Service Delivery, you will manage and lead the Services team to deliver customer services in the Security business. You will also collaborate with cross‐function teams to strategise and devise plans to capture services/maintenance opportunities, and ensure the timely delivery of integrated logistics support during the project phase. You will prepare resources and technical supports for the maintenance phase, understand key project services SLA, and work with teams to address challenges. Responsibilities Supervise the Service Delivery Managers and other resources within the Security Services team Prepare and deliver the service and maintenance proposal during bids Formalise service requirements, cost of ownership and integrated logistic support of the Solution Define the architecture/organisation of the service and the associated service infrastructure Allocate service requirements to the various actors of the organization for support Validate Service Deployment Readiness and the Obsolescence Management Plan Responsible for the resources to deliver the services Ensure that the teams meet all the Service Level Agreement (SLA)Gather installation requirements during the bid phase from customer and engineering team Write the installation SOW for procurement to look for M&E subcontractor to deliver the works Allocate resources to manage the installation work package during project phase Qualifications & Requirements Bachelor's degree in Information Technology/Computing/Engineering or any relevant discipline Preferably >10 years of working experience in the maintenance of Critical System with SLA in the management capacity Experience in execution of ITSM processes in an organization Experience in operation transition planning from project phase into maintenance phase Experience in managing a group of >20 service support staff and subcontractors Experience in delivering ILS requirements in project phase Good understanding of Logistic Support Analysis such as Maintenance Engineering Analysis (MEA) and Level of Repair Analysis (LORA)Good understanding of System Reliability, Availability and Maintainability (RAM) programme Experience in the System Testing, Commissioning and Warranty support Strong interpersonal skills, ability to effectively communicate with peers and customers on all levels Ability to effectively prioritise and execute tasks in an occasionally high‐pressure environment Organised and motivated individual with good written and oral communication skills Good technical knowledge of Windows Server, Linux, VMware, Databases, Storage, Networking, Cybersecurity, Communication Systems will be an advantage Any professional certifications such as PMP/IPMA, ITIL, CCNA, etc. will be an advantage Some experience in managing M&E requirements and subcontracting works Seniority Level Not Applicable Employment Type Full‐time Job Function Management and Manufacturing Industries Aviation and Aerospace Component Manufacturing and Defense and Space Manufacturing At Thales, we're committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you'll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world. #J-18808-Ljbffr