Service Delivery Manager

Position Summary

Ottawa Hybrid

We have a current vacancy for a Service Delivery Manager to join our Team in Ottawa Ontario.

The Service Delivery Manager 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 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.

In this position you will ensure the quality of service provided respects the contractual financial and other committed customer and corporate expectations by hosting support and maintenance ongoing meetings with the customer management and other stakeholders. Manage customer escalations and interface internally to ensure customer requests are addressed while ultimately managing to internal budgets and company decisions.

Regulatory Compliance Requirement

This position requires direct or indirect access to hardware software or technical information controlled under the Canadian Export Control List and/or the US the Export Administration Regulations (EAR). All applicants must be eligible or able to obtain authorization for such access.

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

• 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 the standard 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.

The reference Total Target Compensation(TTC) market range for this position inclusive of annual base salary and the variable compensation target is between Total Target Cash (TTC) $110000 - $148500 CAD Annual.

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.

We use artificial intelligenceenabled tools as part of our recruitment process to support activities such as candidate discovery résumé matching and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description. All hiring decisions including candidate evaluation selection and disposition are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf.

Why Join Us

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Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents including the following:

Company paid Extended Health Dental HSA Life AD&D Short-term Disability Cancer Care Program travel insurance Employee Assistance Plan and Well-Being program.

Retirement Savings Plans (RRSP DCPP TFSA) with a company contribution and a match to a DCPP with no vesting period.

Company paid holidays vacation days and paid sick leave.

Voluntary Life AD&D Critical Illness Long-Term Disability.

Employee Discounts on home auto and gym membership.

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.