Service Delivery Manager

About the role

Thales is seeking a results‑driven Service Delivery Manager to lead the delivery of mission‑critical Government Program Solutions across software and hardware ecosystems. You will be the cornerstone of customer relationships, ensuring contractual commitments are met and SLA performance exceeds expectations.

Key responsibilities

• Serve as the primary point of contact for support & maintenance contracts, building trusted, long‑term partnerships with government clients.
• Deliver KPI and SLA reports, provide strategic advice, and identify upsell and renewal opportunities.
• Oversee contract financials, track profitability, and ensure sustained customer satisfaction.
• Lead communication and performance monitoring of third‑party vendors.
• Coordinate incident follow‑up, manage critical escalations, and ensure SLA compliance.
• Execute preventive maintenance, software upgrades, and new release deployments in line with contractual obligations.

Required profile

• Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.
• 5+ years of experience as a Service Delivery Manager or in managing complex IT solutions, systems integration, or enterprise computing environments.
• Full professional fluency in English and Spanish (written and spoken).
• Strong communication and presentation skills with the ability to simplify complex topics.
• Willingness to travel across LATAM.

Required skills

• Experience managing support & maintenance contracts.
• Proficiency in incident and escalation management.
• Knowledge of SLA/KPI reporting.
• Familiarity with third‑party vendor coordination.
• Understanding of preventive and corrective maintenance processes.