Job Specifications
Location: Ottawa, Canada
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.
Position Summary
Ottawa, Hybrid
We have a current vacancy for a Service Delivery Manager to join our Team in Ottawa, Ontario.
The Service Delivery Manager 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.
In this position, you will ensure 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.
Regulatory Compliance Requirement
This position requires direct or indirect access to hardware, software or technical information controlled under the Canadian Export Control List and/or the US the Export Administration Regulations (EAR). All applicants must be eligible or able to obtain authorization for such access.
Key Areas of Responsibility
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 and provide escalation support for all critical tasks to include outage management and any severe incidents.
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.
Minimum Qualifications
Bachelor’s Degree in a technical major such as Information Systems or Computer Science with a minimum of 5 years of relevant work experience or a Master’s degree in a technical field with 4+ years of experience, 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.
If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!
Special Position Requirements
Schedule: Position will require more than the standard 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.
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) $110,000 - $148,500 CAD Annual.
This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range h
About the Company
Thales (Euronext Paris: HO) is a global leader in advanced technologies specialized in three business domains: Defence & Security, Aeronautics & Space, and Cybersecurity & Digital identity. It develops products and solutions that help make the world safer, greener and more inclusive.
The Group invests close to EUR4 billion a year in Research & Development, particularly in key innovation areas such as AI, cybersecurity, quantum technologies, cloud technologies and 6G.
Thales has close to 81,000 employees in 68 countries. In...
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