Head, Service Delivery

Location: Singapore, SingaporeThales 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, originally focused on aerospace activities in the Asia-Pacific region. With 2,000 employees across three local sites, we deliver cutting-edge solutions across aerospace (including air traffic management), defence and security, and digital identity and cybersecurity sectors. Together, we're shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress.As the Head of Service Delivery, you will manage and lead the Services team to deliver customer services in the Security business.Ensure the timely delivery of integrated logistics support during the project phase,Prepare the resources and technical supports for the maintenance phase,Understand key project services SLA and challenges, work with the teams to deal with the challenges.You will also collaborate with cross-function teams to strategise and devise plan to capture services/ maintenance opportunities.Define the architecture of the service and the associated service infrastructureAllocate service requirements to the various actors of the organization for supportPrepare the service and maintenance proposalIn addition, the Services team in the current organisation also takes care of the installation work package during both the bid and project delivery phases. As such, you will also be responsible for the definition of the installation requirements during bid and cater resources to deliver the installation work packages.Responsibilities:Supervise the Service Delivery Managers and other resources within the Security Services teamPrepare and deliver the service and maintenance proposal during bidsFormalise service requirements, cost of ownership and integrated logistic support of the SolutionDefine the architecture/organisation of the service and the associated service infrastructureAllocate service requirements to the various actors of the organisation for supportValidate Service Deployment Readiness and the Obsolescence Management PlanResponsible for the resources to deliver the servicesEnsure that the teams meet all the Service Level Agreement (SLA)Gather installation requirements during the bid phase from customer and engineering teamWrite the installation SOW for procurement to look for M&E subcontractor to deliver the worksAllocate resources to manage the installation work package during project phaseRequirements: 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 capacityExperience in execution of ITSM processes in an organisationExperience in operation transition planning from project phase into maintenance phaseExperience in managing a group of >20 service support staffs and sub-contractorsExperience in delivering ILS requirements in project phaseGood 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) programmeExperience in the System Testing, Commissioning and Warranty supportStrong interpersonal skills, ability to effectively communicate with peers and customers on all levelsAbility to effectively prioritise and execute tasks in an occasionally high-pressure environmentOrganised and motivated individual with good written and oral communication skillsGood technical knowledge of Windows Server, Linux, VMware, Databases, Storage, Networking, Cybersecurity, Communication Systems will be an advantageAny professional certifications such as PMP/IPMA, ITIL, CCNA, etc. will be an advantageSome experience in managing M&E requirements and subcontracting worksAt 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.