Defect Notification Period and Service Delivery Manager

Thales Middle East

Qatar

Ref: LP639-194

Job description / Role

Employment: Full Time

JOB OBJECTIVE
To act as both the focal point for the customer as Defect Notification Period (DNP) Manager and Service Delivery Manager (SDM).

ROLES & RESPONSIBILITIES

As Defect Notification Period (DNP) Manager:
• Prepare the DNP management plan according to which DNP/warranty obligations will be executed
• Direct the project activities (including those relating to risks & opportunities) to reach completion of the DNP period regarding its technical, industrial, financial, and customer satisfaction aspects.
• The correct and timely execution and the successfully completion of assigned activities with particular reference to quality, HSE, timescale, profitability/cost, resources and Customer satisfaction for ensuring successful implementation of the objectives, which means:
• Management of the DNP scope of work / activities to achieve the relevant targets, the Customer satisfaction and the expected profitability.
• Identification of needed and improvement actions to maximize the profitability and enhance efficiency also in relation to the deliverables for Customer Satisfaction.
• Set-up the DNP team assigning project roles and responsibilities to given individuals. Manage the demobilization plan of assigned resources in line with the progress and then the completion of the works.
• Assuring a proper and successful Close-out of the project.
• Manage the customer's request for Thales intervention and investigation if a defect occurred.
• Assign Defects to relevant Thales entity and control the action plan to rectify these Defects
• Consolidate all snags/non-compliance/defects, after Revenue Service, and maintain one consolidated record to be followed and updated
• Categorize defects to be either under Thales responsibility or caused by misuse or lack of maintenance or a third party, and therefore claim the costs to the customer
• Determine the difference between defects and normal failure falling under the maintenance scope
• Ensure defects are corrected before the end of DNP period for each Metro line
• Manage the Warranty period activities (including HW repair flow) between the customer and Thales suppliers
• Coordinate with Thales different entities to control and verify the items sent for repair
• To take necessary action with Thales entities in cases of expired warranty items with suppliers, or in case of delay in repair.

As Service Delivery Manager (SDM):
• Be the focal point for maintenance activities under the maintenance contract with the maintainer.
• Manage all the discussions related to maintenance between the customer and Thales various units
• Definition and development of the relationship with the Customer - understanding the client environment, determining the client’s interfaces and identify client responsibilities and expectations.
• Management and monitoring of the KPIs and financial indicators of the Service against the defined/approved budgets and targets and forecasting the expenditure of outstanding activities/works. In this responsibility is fully and proactively supported by the Financial Controller, PMO and Project team.
• Monitoring the Service Delivery Baseline and forecasting the outstanding activities/works. In case of delay, the SDM must identify and define all recovery actions to bring back the progress of works as per baseline schedule. In this responsibility is fully and proactively supported by the PMO; SEM and other Project Key People
• Managing and assuring clear traceability of any potential variation which could be introduced or any variation already introduced in the Contractual Scope of Work.
• To discuss, coordinate, contribute and submit Services Changes in line with Thales expectations and customer needs
• Manage the customer's request for Thales intervention and investigation and categorize if such interventions are included in the SLA scope or additional works
• To develop a local services team that will deliver the current and future contract
• Contribute to the definition of the Key Performance Indicators for SLAs, that should be in line with Thales expertise and customer requirements
• Coordinate and cooperate with Purchasing Department in the acquisition process, especially in the selection and management of the suppliers required for maintenance
• Carry out project administrative tasks, including the application of normative contracts for the resources allocated to the project.

Requirements

PREFERRED SKILLS
• Autonomous, curious and proactive with strategic mindset
• Well organized and rigorous
• Ability to work under tight constraints
• Experience of delivering continuous improvement initiatives
• Very open and teamwork oriented

QUALIFICATION & EXPERIENCE
• Engineering Degree and/or equivalent experience in Defect Notification Period and Service Delivery within metro rail industry.

About the Company

Thales is a global leader in advanced technologies, investing in digital and “deep tech” innovations – connectivity, big data, artificial intelligence, cybersecurity and quantum computing – to build a confident future crucial for the development of our societies. The Group provides its customers – businesses, organizations and governments – in the defense, aeronautics, space, transport, and digital identity and security domains with solutions, services and products that help them fulfil their critical role, consideration for the individual being the driving force behind all decisions.

Thales has 81,000 employees in 68 countries. In 2020 the Group generated sales of €17 billion and Self-funded R&D 1B€.

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