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. **MAIN ACTIVITIES** Support & Maintenance managers manage several support and maintenance contracts related to Government Programs Solutions (including Software and equipment supplied by Thales as well as 3rd parties). They ensure customer satisfaction, the respect of contractual commitments and the fulfillment of Service level agreements (SLA). They are also involved in the technical support for incidents, problem and change management on the complete solution. Support & Maintenance Management - Be the customer interface for the S&M; contract. - Manage the customer account by providing reporting on the activity (weekly, monthly, committee, KPI, SLA report ), providing evolution advices, and managing contract renewal and new offers proposals with sales. - Perform the financial follow up of the contract and the customer satisfaction - Manage 3rd party contracts, communication and performance monitoring if any - Manage incidents follow-up in respect with the SLA and manage escalation if needed. - Analyze customer incidents to define the root cause and define appropriate procedure to solve them. - Coordinate and follow actions of 3rd party or Level 3 if necessary in respect with Thales process. - Manage actions defined in the contract such as preventive maintenance or software new release installation. - Provide internal reporting of the account activity and profitability and manage the contract regularly in Thales tools, in respect with Thales process.