Senior Service Delivery 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 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 custom