Senior Service Delivery Manager

Company: Thales
Location: Austin
Posted on: April 5, 2025

Job Description:

Location: Austin, United States of America

Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.

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.

Austin, Texas, Hybrid

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

Position Summary

As a member of Project & Services for IBS solutions, the Senior Service Delivery Manager 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. There is 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.

The Senior Service Delivery Manager ensures 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.

In this role, you will manage their customers and will also have additional support duties to other Service Delivery Managers in an advisory capacity. You are responsible for conducting 1 on 1 check-ins on assignments and will help to ensure that the Service Delivery Managers are making appropriate business decisions.

Key Areas of Responsibility

Liaise with Municipal leaders who are clients of Thales DIS to ensure that their needs are addressed and the services provided meet their expectations; Build relationships with key customer staff as Single Point of contact and Customer advocate.

Provide direction to Thales DIS team members related to organizational strategies to facilitate smooth transition from the sales organization to the delivery organization; Manage the transition from project to production as point of contact for Operations and support the final acceptance of the transfer.

Manage complex solutions that involve large revenue and critical or high-level customers while mitigating negative risks to the business.

Ensure Service Level Agreement delivery to the customer on all metrics as stated in the SOW/eRFP.

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.

Ensure that technology support strategies meet customer and business needs, are delivered according to plan, operate efficiently, follow standards, and are well-documented.

Develop and direct the planning, deployment, and training for hardware and software solutions being added into customer premises as part of ongoing service delivery.

Manage the operations of service delivery projects by applying quality processes and project management tools and the reporting of solution activities and customer feedback.

Review and prioritize incident management tickets/cases through closure.

Minimum Qualifications

Bachelor's Degree in technical major such as Information Systems, Computer Science or a related field of study with 8+ years of relevant work in service delivery or technical support, or a Master's degree in Information Systems, Computer Science or a related field of study with 6+ years of relevant work experience in service delivery or technical support, or in lieu of a degree, 6 years of related, exempt experience plus with 8+ years of relevant work in service delivery or technical support.

Proven experience in managing external/internal customer expectations and relationships, crisis management and managing customer escalations, contract management, and in understanding of managing Service Level Agreements and cost management.

Demonstrated experience in communicating with technical stakeholders, with technical expertise in IT service delivery, as it relates to hardware/software/systems/ engineering/etc.

Communication and Presentation skills with experience in and comfortability presenting and speaking to members of leadership in related organizations.

Ability to learn new customer's processes and environments.

Demonstrated project management experience with the ability to drive programs independently as well as the ability to translate financial data into action planning through data analysis

Demonstrable experience on mentoring, team-building (within team and with non-direct reports) and leading cross-functional teams onsite and remote, to meet objectives and goals

Proven experience in working and exceling in a fast-pace, sometime chaotic environment, while demonstrating leadership behaviors by finding efficient solutions and implementing improvements in complex situations.

Special Position Requirements

20% travel - includes travel to support customers within area and quarterly travel to the Austin office for training/team meetings.

Mobility required within region of scope for travel to customer/account sites, onsite technical support and deployment as appropriate.

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

Occasional lifting of up to 30 pounds to assist with hardware removal or install as needed.

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

Why Join Us?

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

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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.

Keywords: Thales, Round Rock , Senior Service Delivery Manager, Executive , Austin, Texas