Service Delivery Manager

Service Delivery Manager

Syracuse NY (Hybrid)

Position Summary

The FAAs Brand-New Air Traffic Control System and other initiatives related to Unmanned Aircraft Systems and Advanced Air Mobility are fueling the growth of Thales Airspace Mobility Solutions team. We are expanding our teams in Arlington Virginia and Syracuse New York and seek talented individuals who want to be part of these ambitious initiatives shaping the future of aviation. We are looking for people with a passion for aviation and ready to deliver innovative solutions built to the nations highest safety and security standards. Americas aviation moment is now. Thales has the solutions experience and expertise to execute now. Come join our journey.

Thales is looking for a Service Delivery Manager who will be responsible for overseeing the delivery of operational and technical services in alignment with the Chorus 2.0 Service Delivery framework supporting both Technical Services including Software-as-a-Service (SaaS) and Infrastructure-as-a-Service (IaaS) as well as Operational Services such as data analytics training and continuous improvement initiatives.

In this position you will ensure services are delivered with a strong focus on reliability availability performance and customer satisfaction while serving as a key interface between customers project teams and internal stakeholders requiring a highly organized and methodical professional who excels at establishing and maintaining policies workflows and procedures and who demonstrates technical understanding operational excellence and customer engagement with a strong grasp of service management principles and an appreciation of the commercial and contractual aspects of delivering software and infrastructure services.

Regulatory Compliance Requirements

• US - CUI Regulatory Compliance Requirement Must be a US Person as defined in applicable law.

Key Areas of Responsibility

• Serve as a Service Delivery Manager within the organization contributing to a culture of operational excellence accountability and continuous improvement across service delivery teams. Provide clear leadership direction and oversight to the operations and maintenance teams throughout the full lifecycle of service delivery ensuring alignment with contractual operational and customer requirements.
• Execute maintain and continuously improve policies workflows procedures and operating standards governing all operations and maintenance activities.
• Establish monitor and report on Key Performance Indicators (KPIs) Service Level Agreements (SLAs) and operational metrics to ensure service quality reliability availability and performance objectives are consistently met.
• Drive quality assurance and continuous improvement initiatives leveraging performance data trend analysis and root cause analysis to identify and address service gaps. Plan coordinate and lead changes to operations and maintenance policies procedures and service models ensuring appropriate governance stakeholder engagement communication and change control.
• Proactively identify manage and remove operational technical and organizational obstacles that may impact service delivery customer satisfaction or team effectiveness. Serve as a key interface between customers project teams and internal stakeholders ensuring transparency alignment and timely communication regarding service performance issues risks and corrective actions.
• Collaborate closely with cross-functional teamsincluding engineering systems field services and project managementto ensure service delivery supports broader business technical and functional objectives. Support effective resource coordination knowledge sharing and team readiness including training documentation and operational preparedness for ongoing and evolving services.

Minimum Qualifications

• Bachelors degree in Engineering Information Technology Computer Science Systems Engineering Operations Management Business Administration or a closely related field; an equivalent combination of education and relevant experience may be considered. Minimum of 9 years of progressive experience in an engineering technical services or service delivery environment including operations and maintenance (O&M) or managed services responsibilities.
• Demonstrated experience establishing executing and continuously improving operations and maintenance policies procedures workflows and service standards. Strong understanding of IT service delivery models including software and infrastructure services (e.g. SaaS IaaS) and their operational support and lifecycle considerations.
• Proven ability to lead influence and coordinate cross-functional teams driving alignment accountability and performance across diverse stakeholders. Excellent communication and presentation skills with the ability to convey complex technical and operational information clearly to both technical and non-technical audiences including customers and senior leadership.
• Strong organizational planning and time-management skills with the ability to manage multiple priorities and deliver results in a dynamic service-oriented environment. Demonstrated analytical and problem-solving capabilities with a structured systematic approach to performance monitoring issue resolution and continuous improvement.
• Experience defining tracking and leveraging KPIs service metrics and quality indicators to drive service quality reliability and customer satisfaction. High standard of quality accuracy and attention to detail with a disciplined approach to documentation configuration management and service governance.
• Strong interpersonal skills and the ability to build effective working relationships with customers internal teams and external partners. Self-directed disciplined professional with a strategic mindset and operational vision capable of anticipating risks identifying improvement opportunities and guiding teams toward long-term service excellence.

Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

Preferred Qualifications

• Working knowledge of the national airspace system and/or an understanding of unmanned aircraft systems.
• Experience working on technology-centered programs for US Federal Govt Agencies (with a strong preference for FAA DoD/DoW and/or DHS).
• Knowledge of aeronautical and Air Traffic Management (ATM) systems data and operational environments including an understanding of industry standards safety culture and regulatory considerations.
• Familiarity with FAA operations and maintenance policies procedures and governance frameworks including compliance audit and reporting expectations.
• Experience supporting or delivering mission-critical safety-regulated or high-availability systems in aviation aerospace defense or similarly regulated industries.
• Understanding of service delivery within government or public-sector environments including customer engagement contractual obligations and performance reporting. Familiarity with service performance metrics SLAs and operational dashboards in an aviation or infrastructure-based services environment. Prior experience contributing to or leading continuous improvement initiatives within operations maintenance or service delivery organizations.

Special Position Requirements

• Schedule: Either 9/80A - 1st (9hrs Mon-Thu 8hrs 2nd Fri Start @ 09:00AM) (United States of America) or USA - 5/40 - 1st (8hrs Mon-Fri) (United States of America).
• Travel: approximately 20% annually.

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

Why Join Us

Say HI and learn more about working at Thales click here.

#LI-Hybrid

#LI-MR1

We are an equal opportunity employer including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex 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 .

The reference Total Target Compensation (TTC) market range for this position inclusive of annual base salary and the variable compensation target is between

This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including but not limited to the employees career path history competencies skills and performance as well as the companys annual salary budget the customers program requirements and the companys internal equity. Thales may offer additional benefits and other compensation depending on circumstances not related to an applicants status protected by local state or federal law.

(For Internal candidate if you need more information please reach out to your HR Shared Service 1st Point)

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 AD&D Disability Employee Assistance Plan and Well-being Program