Service Delivery Manager
Service Delivery Manager
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Job Description
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 Drivers Licenses and IDs (state and provincial motor vehicles) solution where a widerange of technology and systems from desktop applications integrating various hardware (biometric devices) to highperformance 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 posthire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain posthire 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 highlevel 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
Bachelors Degree in a technical major such as Information Systems or Computer Science with a minimum of 5 years of relevant work experience or a Masters 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 youre 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 fulltime 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
Say HI and learn more about working at Thales click here
#LIHybrid
#LITI1
This position will require successfully completing a postoffer 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 .
Required Experience:
Manager
Employment Type
Full-Time
