Service Delivery Manager

Location: Austin, United States of America

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.

Position Summary

Austin, Texas- Hybrid

Thales is currently looking for a Service Delivery Manager who will be responsible for a set of customers in North America (NORAM) to include Law Enforcement and Driver's Licenses and ID's (state and provincial motor vehicles), solution where a wide-range of technology and systems, from desktop applications integrating various hardware (biometric devices) to high-performance server applications, including issuance of official documents in a very secure environment (PKI, encryption, cryptography) and an evolution into AWS will be present.

Regulatory Compliance Requirements

Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice.

Key Areas of Responsibility

• Build relationships with key customer staff as Single Point of contact and Customer advocate.
• Manage complex solutions that involve large revenue and critical or high-level customers while mitigating negative risks to the business.
• Manage the transition from project to production as point of contact for Operations and support the final acceptance of the transfer.
• Ensure Service Level Agreement delivery to the customer on all metrics as stated in the SOW/eRFP and provide escalation support for all critical tasks to include outage management and any severe incidents.
• Provide quotation support for operations and manage change request for software development, software bugs and additional equipment purchases in lifecycle.
• Manage customer project financials by performing internal customer budgeting, forecasting, and detailed deployment estimates to ensure proper resource allocation and spend.

Minimum Qualifications

• Bachelor's Degree in a technical major such as Information Systems or Computer Science with a minimum of 5 years of relevant work experience or a Master's degree in a technical field with 4+ years of experience, or an equivalent combination of education and experience in service delivery.
• 8+ years of managing external/internal customer expectations and relationships.
• 8+ years of experience in Crisis Management and managing customer escalations, crisis management, contract management, ability to translate financial data into action planning through data analysis, and in understanding of managing Service Level Agreements and cost management.
• Experience and comfortability presenting and speaking to members of leadership in related organizations
• Demonstrable experience partnering and negotiating with internal and external customers in driving projects successfully through the duration of the contract, including finding solutions in complex environments.
• Proven knowledge of ITIL Best Practice Methodology; Application Servers, Client Server application, web services.

If you're excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

Schedule: Position will require more than 40 hours a week to support customers as well as some weekend support. Flexibility in working hours as necessary.

Travel: 20% travel - includes travel to support customers and occasional travel to other Thales offices for training/team meetings.

Customer Location Based or Site Visits: Mobility required within region of scope for travel to customer/account sites, onsite technical support and deployment as appropriate.

What We Offer

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:
Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance.
Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period.
Company paid holidays and Paid Time Off.
Company provided Life Insurance,

Why Join Us?

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This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.