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.

As part of the service and delivery support and maintenance team, the Service Delivery Manager located in Pasadena, California or can be remote within California, 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 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.

Key Responsibilities:

• 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

• Provide escalation support for all critical tasks to include outage management and any severe incidents

• Manage and deliver Root Cause Analysis document and messaging

• 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

• Create and implement the Support and Maintenance Livescan strategy to include standards, process, documentation and delivery

• 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

• Perform change management control and achieve contract KPIs and communicate changes to the Production Engineer

• Host weekly/monthly meetings with customers to review metrics (Service Level Agreements and Service Level Objectives) and reporting

• Prepare and host Quarterly Strategic Business Reviews

• Manage local/onsite support team

• Manage customer’s consumable levels along with spare parts inventory

• Review and prioritize incident management tickets/cases through closure

• Ensure all aspects of the contractual obligations for their customer are supported

• Drive efficiency and continuous improvement initiatives to improve cost and quality of service

Required Skills and Experience:

• Bachelor’s Degree with 8-10 years’ experience in service delivery role

• Minimum of 8 years’ interfacing with external/internal customers

• Ability to demonstrate customer relationship development and expectation management

• Minimum of 8 years’ experience in Crisis Management and managing customer escalations

• Minimum of 3 years’ experience managing contractual and financial requirements according to customer agreements and company policies, with the ability to demonstrate history of success in meeting SLA’s.

• Proven interpersonal skills and high Emotional Intelligence

• Ability to motivate and lead teams to objectives and goals

• Ability to work under pressure and high-stress, high-pressure situations

• Proven Teambuilding background with emphasis on teamwork within team and with non-direct reports

• Proven organizational skills, work ethic and attention to detail

• Excel in a fast-paced and sometimes chaotic environment and will do whatever necessary to get the job done

• History of responding to challenges and implementing improvement

• Drive to always make things better – able to show historical improvements in efficiency, service upgrades and cost management

Travel: 20% travel – includes travel to support customers within area and quarterly travel to the Austin office for training/team meetings

Schedule: Position will require more than 40 hours a week to support customers as well as some weekend support

Customer Location Based or Site Visits: Travel to and from customer sites will be required to support meetings, training support, customer events, and other possible in-person activities

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 Treasury

Preferred Skills and Experience:

• PMP training/Certification

• Law Enforcement background/experience

• ITIL Foundation Experience

• Proven ability to modernize and improve technical solutions

#LI-Hybrid

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.