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 billions 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.

Position Summary

Austin, Texas, USA (Hybrid)

Thales is looking for a Senior Service Delivery Manager who will ensure the solution is delivered in compliance with customer requirements and Thales proposal.

In this position, you will manage international projects with remote stakeholders including partners, represent Thales in front of customer top level executives, drive the Operations by ensuring customer satisfaction, committed time and quality, project profitability and Thales/DES interests.

In addition, you will help grow the maturity of service management in Thales in particular through knowledge sharing initiatives.

Key Areas of Responsibility

• Support presales team to perform quotation, schedules and feasibility study
• Complete and validate the Operational specifications with the delivery team & customer.
• Write the project management plan and making sure of its right monitoring.
• Manage service risks and related contingency plans.
• Manage customer interface.
• Manage subcontracting.
• Manage procurement (in sense of hardware, 3rd party or any other sub-contracting means).
• Manage changes (impacts and scope evolution requested by the customer or up sell) during the operation lifecycle.
• Report internally and externally on operations issues/incidents (responsible for alerts and escalations).
• Ensure the configuration management and archives.
• Ensure handover from the delivery team to Operations teams.
• Ensure practices related to the project/operations are in line with Thales ethics and values.

Drives the Operations by ensuring customer satisfaction, committed time and quality, project profitability and Thales/DES interests.

• Grow long-term relationships with clients by continually seeking to increase customer satisfaction and deepen client relationships.
• Anticipate clients needs and propose alternative solutions or business solution in cooperation with sales team.
• Manage and achieve revenue goals set for service(s).
• Ensure profitability in order to make it an added-value for Thales/DES.
• Apply the quality processes and using Operation Lifecycle management tools deployed in Services departments, in particular:
• Tracking closely the time and costs spent on Operations and the Estimate to Completion (ETC)
• Managing billing milestones within Service/Operations contract(s)
• Managing revenue recognition tasks and milestones within Service/Operations contract(s)
• Maintain satisfaction within assigned Operations team and workload balancing.

Coordinates internals teams (R&D, Product, Sales, CloudOps team, Management)

• Identified and recognized as a leader in order to drive internal Thales/DES team.
• Animate transversal meeting to align internal Thales/DES team.
• Able to use Influence management with teams out of DES.
• Provide synthetic report to the top management.
• Able to challenge internal teams in order to be the driver for success story.
• Able to work under pressure and to manage his own availability depending on business.
• Dealing with different customers and managing priority between different NORAM customer.
• To support Attorney & Sales for contract negotiation phase.

Implement and Promote DDQS Process in Project Management

• Manage HOR with Sales team and customer services.
• Prepare and Plan/Manager project’s iKOM and eKOM.
• Manage SFR, PDR, TQR and FQR until customer acceptance.

Minimum Qualifications

• Bachelor's degree
• 3 to 5+ years of experience in Service Delivery Management.
• 7+ years’ experience in eSIM and AOTA Solution/Platforms Integration
• Capacity to successfully drive a complex customer project execution demonstrated within Thales/DES.

Preferred Qualification

• PMP Certified
• ITIL Certification

Regulatory Compliance Requirements

US - Access to Trade Controlled Hardware, Software, Technical Information and ability to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice.

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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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.

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 talentacquisition@us.thalesgroup.com.

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) 124,743.60 - 208,377.90 USD 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 employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity.

Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s 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