Technical Project 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.

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 Technical Project 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 Technical Project 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. 

Key Areas of Responsibility

• Drive customer project priorities through routine coordination and escalation support to ensure timely resolution and high customer satisfaction.

• Build relationships with key customer staff as Single Point of contact and customer advocate.

• Oversee the maintenance lifecycle of complex hardware/software solutions including software bug resolution, change management, while mitigating negative risks to the business and customers.

• Ensure successful contract performance and compliance by managing Service Level Agreements (SLA), kpi metrics, or other specifications as stated in SOW/eRFP/Requirements documents.

• Control and monitor customer project financials by managing internal customer budgeting, forecasting, estimate analysis to ensure proper resource allocation and spend.

• Coordinate/collaborate with internal technical teams (Engineering, IT Operations, Support) to resolve issues and ensure program success.

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 envi