Position Summary
Austin, Hybrid
Thales is currently looking for a Technical Project Manager/ Service Delivery Manager who will join our Service Delivery team.
In this role, you 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 where 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 will be present.
Regulatory Compliance Requirements
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.
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 a technical major such as Information Systems or Computer Science a Master’s degree in a technical field, or an equivalent combination of education and experience in service delivery.
- 8+ years of managing external/internal customer expectations and relationships.
- 8+ years of experience in Crisis Management and managing customer escalations, crisis management, contract management, ability to translate financial data into action planning through data analysis, and in understanding of managing Service Level Agreements and cost management.
- Experience and comfortability presenting and speaking to members of leadership in related organizations
- Demonstrable experience partnering and negotiating with internal and external customers in driving projects successfully through the duration of the contract, including finding solutions in complex environments.
- Proven knowledge of ITIL Best Practice Methodology; Application Servers, Client Server application, web services.
Special Position Requirements
Schedule: Position will require more than 40 hours a week to support customers as well as some weekend support. Flexibility in working hours as necessary.
Travel: 20% travel – includes travel to support customers and occasional travel to other Thales offices for training/team meetings.
Customer Location Based or Site Visits: Mobility required within region of scope for travel to customer/account sites, onsite technical support and deployment as appropriate.
Why Join Us?
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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.Thales champions inclusion and we believe diversity strengthens the fabric of our culture. Thales is an Equal Opportunity Employer, including disability/veterans.
If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [email protected].
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) 79,230.75 - 141,839.40 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 raise HR request through MyThales)
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
Skills Required
- Bachelor's degree in a technical major such as Information Systems or Computer Science, a master's degree in a technical field, or equivalent education and experience in service delivery
- 8+ years of experience managing external and internal customer expectations and relationships
- 8+ years of experience in crisis management and customer escalations
- Experience with contract management, financial data analysis, action planning, service-level agreements, and cost management
- Experience presenting and speaking to organizational leadership
- Experience partnering and negotiating with internal and external customers to deliver projects through contract completion
- Proven knowledge of ITIL best-practice methodology
- Knowledge of application servers, client-server applications, and web services
- U.S. citizenship to obtain post-hire CJIS clearance
- Ability to obtain post-hire CFIUS and Department of Justice clearances
Thales Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thales and has not been reviewed or approved by Thales.
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Retirement Support — Retirement plans with employer contributions and matches, profit sharing, and share purchase opportunities are emphasized across multiple regions. These elements are positioned as competitive components of total rewards.
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Leave & Time Off Breadth — Generous PTO that increases with tenure, paid holidays, and paid military, maternity, and paternity leave are described. This breadth supports work–life balance across locations.
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Flexible Benefits — Hybrid work options, flexible schedules, and parental supports such as childcare benefits and leave for sick children are available in several markets. Flexibility is presented as a core part of the employee experience.
Thales Insights
What We Do
Thales is a global high technology leader investing in digital and “deep tech” innovations – connectivity, big data, artificial intelligence, cybersecurity and quantum technology – to build a future we can all trust, which is vital to the development of our societies. The company provides solutions, services and products that help its customers – businesses, organisations and states – in the defence, aeronautics, space, transportation and digital identity and security markets to fulfil their critical missions, by placing humans at the heart of the decision-making process.
