Service Delivery Manager

AI in this role

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.

Are you a results-driven Service Delivery Manager with a passion for excellence in complex IT environments? Join a world-leading technology company and play a pivotal role in delivering mission-critical Government Program Solutions across software and hardware ecosystems.

About the Role

As our Service Delivery Manager, you will be the cornerstone of our customer relationships, ensuring every contractual commitment is met, every SLA is exceeded, and every client experience reflects the highest standard of service. You will lead the end-to-end management of support & maintenance contracts covering Thales and third-party solutions, driving satisfaction, performance, and growth.

What You'll Do

Own the Customer Relationship — Serve as the primary point of contact for Support & Maintenance contracts, building trusted, long-term partnerships with government clients
Drive Account Performance — Deliver actionable KPI and SLA reports, provide strategic evolution advice, and identify upsell and contract renewal opportunities
Manage Financial Health — Oversee contract financials, track profitability, and ensure sustained customer satisfaction through proactive engagement
Govern Third-Party Vendors — Lead communication, performance monitoring, and accountability across all third-party contract partners
Lead Incident & Escalation Management — Coordinate incident follow-up, manage critical escalations, and ensure SLA compliance at every stage
Oversee Preventive & Corrective Actions — Execute scheduled preventive maintenance, software upgrades, and new release deployments in alignment with contractual obligations

What We're Looking For

Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.
5+ years of proven experience as a Service Delivery Manager, or in a relevant role 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 — ability to simplify the complex and inspire confidence.
Willingness to travel across LATAM.

Nice to have: ITIL, PMP and BPMS certifications.

📍 Hybrid role based in Bogotá D.C. (Parque de la 93).

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At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

How we score this

Service Delivery Manager at Thales scores 33 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

Classification

AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.